QA Bilingual Customer Care Specialist

Job Description

Job Description

Salary : Location : WPB

Department : Quality Assurance (QA)

Reports to : QA Manager

About MyBambu

MyBambu is a mission-driven fintech company making it easy to send and manage money across

borders, especially for underserved communities in Latin America. Were building modern financial

tools that are mobile-first, fast, and accessible and we ship with urgency.

Position Overview :

We are seeking a bilingual specialist (EnglishSpanish) with a strong commercial background in call center environments. This role plays a strategic part within the QA department, ensuring operational excellence, compliance with internal protocols, and continuous improvement in the customer experience.

Key Responsibilities :

• Audit inbound and outbound calls, as well as escalated and resolved cases, to ensure process compliance, proper documentation, and effective resolution.
• Evaluate communication skills, product / service promotion, and adherence to operational procedures.
• Identify recurring errors, quality gaps, and opportunities for improvement.
• Provide constructive, results-oriented feedback aligned with quality standards and performance KPIs.
• Collaborate with Operations and Training teams to reinforce best practices and improve overall performance.
• Participate in calibration sessions with QA team members and supervisors.
• Document findings, generate executive reports, and support follow-up on corrective actions.
• Contribute to the design, optimization, and standardization of sales scripts and customer service flows.

Required Profile :

Physical Demands