B2B QA Specialist

What's the role?

As a B2B Quality Specialist, you will play a critical role in ensuring consistent, high-quality customer experiences by evaluating frontline interactions against established quality standards and identifying trends, systemic gaps, and opportunities for improvement. This role partners closely with business operations, leadership, and training teams to provide objective, evidence-based insights that improve performance, adherence to standards, and overall customer experience outcomes. The B2B Quality Specialist acts as a quality assurance authority, auditing interactions, validating procedural accuracy, and translating findings into actionable recommendations that support continuous improvement across the B2B Contact Centers. The role also contributes frontline quality insights to customer journey improvement efforts, ensuring process, policy, and system changes are informed by real customer interactions. Success in this role requires sound professional judgment, attention to detail, and the ability to evaluate observable behaviors consistently and fairly while maintaining the integrity and independence of the quality function.

How can you add value?

• Evaluate recorded and live B2B customer interactions across Contact Center functions (e.g., Customer Service, Sales, Technical Support, Retention, Collections) using established quality standards, scorecards, and procedures.
• Assess agent adherence to defined policies, protocols, and troubleshooting standards, validating accuracy, completeness, and consistency of information provided to customers.
• Select customer interactions for evaluation using established sampling guidelines to ensure fair and representative quality assessments.Apply professional judgment consistently to observable behaviors during evaluations, ensuring objectivity, fairness, and alignment with documented quality criteria.
• Document quality findings clearly and accurately, citing specific behaviors, examples, and evidence to support scores, observations, and conclusions.
• Participate in calibration activities with supervisors, trainers, and quality stakeholders to align interpretation of quality standards and promote consistency across evaluations.
• Identify recurring quality trends, risks, and performance gaps across evaluated interactions, distinguishing isolated incidents from systemic issues.
• Contribute insights related to customer journey effectiveness by identifying points of friction, breakdowns, rework, or inconsistency observed during quality evaluations.
• Provide feedback, observations, and recommendations to support updates or improvements to customer journeys, processes, policies, and system functionality, based on recurring quality findings and frontline interaction evidence.
• Prepare and share quality summaries, insights, and findings with Contact Center leadership, supervisors, and cross-functional partners to inform decision-making and improvement initiatives.
• Investigate customer complaints and quality-related escalations by reviewing interaction history and evaluation results to determine alignment with quality standards and procedural expectations.
• Use quality monitoring platforms, reporting tools, and internal systems to support evaluation, documentation, and insight generation.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty PR and LLA policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions that may be assigned.

What do you need?

Education and or Experience: 

Bachelor’s degree in Business, Communications, Analytics, Information Systems, or a related field, or an equivalent combination of education and relevant experience.

2–5 years of experience in a quality assurance, customer experience, contact center operations, or performance analysis role, preferably in a B2B or enterprise customer environment.

Other qualifications:

• Apply established quality standards, structured frameworks, and scorecards to evaluate customer interactions with consistency and accuracy.
• Review recorded and live customer calls to assess agent performance and adherence to required procedures and protocols.
• Identify and clearly document compliance gaps, quality issues, and evaluation findings using objective, evidence-based criteria.
• Analyze multiple evaluations to detect recurring issues, trends, and patterns that impact performance, process, or policy effectiveness.
• Provide clear, actionable quality feedback and insights to supervisors and management to support continuous improvement.
• Utilize quality monitoring platforms (e.g., Verint or similar tools), reporting dashboards, and Excel or business intelligence tools to track and report results.
• Manage multiple quality evaluations independently while maintaining consistent professional judgment.
• Bring experience supporting contact center operations across Customer Service, Sales, Technical Support, and Retention functions.
• Bilingual (English and Spanish).

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.