Bilingual Customer Care Specialist

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.