Do you have an eye for detail and an ear for excellence? At Goldlink Customer Solutions we are looking for a bilingual (English–Spanish) Quality Analyst with immediate availability to protect the quality of every interaction our customers have with us. If you believe every second of a call matters, this role is for you!

? Role summary

- Main role: Monitor, score and give feedback on customer interactions across voice, chat and email, applying the Goldlink 84-Point Quality Rubric to 300 interactions per day.
- Area: Operations and Quality Assurance. You report directly to floor supervision and work hand in hand with Workforce Management.

? Requirements and candidate profile

- Languages: Advanced English and Spanish (C1, spoken and written).
- Experience: At least one year in quality assurance, monitoring or coaching in a contact center.
- Active listening: Ability to keep full attention through a whole shift of recorded calls, at 1.75x to 2x playback speed.
- Analytical rigor: Consistent scoring under pressure, with zero tolerance for subjectivity.
- Resilience: High tolerance for repetition and for listening to upset customers without pause.
- Technical tools: Own noise-cancelling headset and own computer with a wired internet connection (for remote/hybrid schemes).

?️ Operational responsibilities

- Monitoring and scoring: Audit 300 interactions per day (voice, chat, email), applying all 84 criteria of the rubric to every interaction.
- Feedback: Deliver feedback to each agent within the same shift, in under two minutes,



so the agent can go back to the line.
- Calibration: Take part in weekly calibration sessions, held on Saturdays, to align your scores with the supervisor's.
- Reporting: Submit the daily quality report before 6:00 a.m., covering the previous day's 300 evaluations.
- Coaching plans: Flag agents for improvement plans; any agent below 90% is reviewed at the next calibration.
- Disputes: Agents may not dispute their scores. The rubric speaks for itself.

⏱️ Time limits

- A maximum of 84 seconds per evaluation, one per criterion, including listening, scoring and notes.
- One 15-minute break per shift, scheduled by Workforce Management. Audits pause during the break; the queue of recordings does not.

? Schedule and contract

- Schedule: 42 hours per week, the legal maximum, over six days.
- Days off: One per week, variable and rotating from week to week.
- Shifts: Mandatory rotation every two weeks between day and overnight shifts, because quality never sleeps.
- Pay: Formal position under Colombian labor law, with the minimum legal wage and the statutory deductions (health and pension).

? Performance metrics (KPIs)

- Evaluations per day: 300.
- Rubric coverage: 100% of the 84 criteria applied to every interaction.
- Average evaluation time: 84 seconds or less.
- Calibration agreement: At least 95% match with the supervisor's score, including calls the supervisor scored without listening.
- Analyst quality score: 100%. Your evaluations are also evaluated, with the same rubric.

📌 Quality Analyst (Bilingual English–Spanish) (Cali)
🏢 Goldlink Customer Solutions
📍 Cali