Quality Analyst, Euskera

This is a fully remote position, open to applicants in Spain.

📋 Description

• Analyze compliance with quality standards through audits and assist with internal and external calibrations.

• Provide feedback to rectify errors and promote skill development.

• Manage claims arising from direct feedback and requests for clarification.

• Propose collaborative work plans with supervisors and trainers to enhance agent skills and optimize customer service outcomes.

• Conduct compliance audits on critical behaviors that may impact operational results.

• Prepare and present monthly quality reports, identify critical issues, and suggest corrective strategies.

• Perform detailed analyses and root cause studies (RCA) to understand and mitigate systemic quality issues.

• Support customer inquiries regarding orders, accounts, purchasing processes, and subsequently, technical questions about devices and digital services such as Alexa, Prime Video, Kindle, and Fire TV, via phone, chat, and email.

⛳️ Requirements

• Native-level Euskera or at least C1 proficiency.

• Minimum secondary education (ESO/Bachillerato).

• At least 6 months of experience, preferably 1 year, as QA in a call center.

• Knowledge and understanding of key performance indicators (KPI).

• Ability to adapt in a dynamic environment.

• Strong analytical skills, attention to detail, rigor, objectivity, and technical judgment in evaluation.

• Proficiency in Google Sheets and advanced Excel.

• Experience with quality tools: audit forms, scorecards, and checklists.

• Familiarity with CRM, internal tools, and customer databases.

• Time management, organization, proactivity, and autonomy.

• Clear and professional communication for providing feedback to agents and supervisors.

• Ability to deliver constructive feedback aimed at improvement and manage agent frustration.

• Capacity to work confidentially and handle sensitive information.

🏝️ Benefits

• Full-time employment. 39 hours per week from Monday to Friday.

• Permanent contract.

• Start date on 16/11/2026.

• Salary according to Contact Center agreement for this position + language bonus: €20,278.67 gross/year (€1,689.89 gross/month).

• 100% remote work within Euskadi or from any point in the mainland territory.

• We will send a computer, monitor, headset, and mouse to your home.

• Opportunity to be part of an international company.

• Diversity, equity, and inclusion policy.