MyBambu
QA Bilingual Customer Care Specialist
MyBambu, West Palm Beach, Florida, United States, 33412
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. We're building modern financial
tools that are mobile-first, fast, and accessible - and we ship with urgency.
Position Overview:
We are seeking a bilingual specialist (English-Spanish) 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:
Fluent in English and Spanish (oral and written) - minimum C1 level in both languages. Minimum 2 years of experience in call centers, with a proven track record in sales, retention, or commercial roles. Previous experience in QA or quality monitoring roles is a strong asset. Strong analytical thinking, attention to detail, and the ability to draft clear and actionable reports. Proficient in digital tools: Salesforce, call recording/monitoring platforms, spreadsheets. Performance-driven mindset with a commitment to continuous improvement and customer service excellence. Physical Demands
Prolonged periods sitting at a desk and working on a computer. Ability to lift up to 15 pounds occasionally.
MyBambu is an E-Verify employer and participates in the E-Verify program to confirm the identity and employment authorization of all newly hired employees. MyBambu Systems LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
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. We're building modern financial
tools that are mobile-first, fast, and accessible - and we ship with urgency.
Position Overview:
We are seeking a bilingual specialist (English-Spanish) 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:
Fluent in English and Spanish (oral and written) - minimum C1 level in both languages. Minimum 2 years of experience in call centers, with a proven track record in sales, retention, or commercial roles. Previous experience in QA or quality monitoring roles is a strong asset. Strong analytical thinking, attention to detail, and the ability to draft clear and actionable reports. Proficient in digital tools: Salesforce, call recording/monitoring platforms, spreadsheets. Performance-driven mindset with a commitment to continuous improvement and customer service excellence. Physical Demands
Prolonged periods sitting at a desk and working on a computer. Ability to lift up to 15 pounds occasionally.
MyBambu is an E-Verify employer and participates in the E-Verify program to confirm the identity and employment authorization of all newly hired employees. MyBambu Systems LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local laws.