Quality Assurance Specialist (Spanish Bilingual)

Company Description

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance.

Location

This position will be based remotely in the Philippines.

Summary of Role

The Quality Assurance (QA) Specialist plays a critical role in ensuring every customer interaction reflects Palmetto’s brand, values, and operational standards. This role is not about policing agents, it is about driving consistency, clarity, and continuous improvement across customer-facing teams.

QA Specialists evaluate customer interactions across multiple channels (calls, emails, chats), identify trends and opportunities, and partner closely with supervisors and leadership to improve agent performance, customer satisfaction, and operational outcomes.

QA protects both the customer experience and the business by ensuring accuracy, compliance, and accountability at every touchpoint.

Strategic & Tactical

• Audit & Evaluation
  • Conduct regular quality audits of customer interactions (calls, emails, chats).
  • Score interactions using established QA scorecards and SOPs.
  • Ensure compliance with internal processes and regulatory requirements.
  • Identify critical errors, knowledge gaps, and behavioral trends.
• Feedback & Coaching Support
  • Deliver clear, actionable, and prioritized feedback to supervisors using structured QA tools.
  • Categorize findings by severity (high, medium, low) to support timely action.
  • Partner with supervisors to ensure feedback is understood and coached effectively.
  • Support re-score requests with fair, evidence-based reviews.
• Continuous Improvement
  • Identify recurring issues and systemic gaps impacting customer experience.
  • Provide insights that inform training, SOP updates, and process improvements.
  • Participate in calibration sessions to maintain scoring consistency.
  • Contribute ideas that improve agent workflows, efficiency, and quality outcomes.
• Data & Reporting
  • Maintain accurate QA documentation and audit records.
  • Track trends in agent performance, common misses, and improvement areas.
  • Support leadership with insights into team health and readiness.
  • Ensure QA data is accessible, transparent, and actionable.
• Partnership & Culture
  • Act as a collaborative partner to supervisors and agents.