Quality Analyst, Euskera

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

📋 Description

• Evaluate compliance with quality standards through audits and assist in both internal and external calibrations.

• Provide feedback to rectify errors and promote skill development.

• Manage claims arising from direct feedback and clarification requests.

• Suggest collaborative work plans with supervisors and trainers to enhance agent competencies and optimize outcomes.

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

• Prepare and present monthly quality reports, identifying key issues and proposing corrective strategies.

• Carry out detailed analyses and root cause studies (RCA) to understand and alleviate systemic quality issues.

• Provide quality support for customer service in a leading multinational company in e-commerce and digital services.

⛳️ Requirements

• Native or minimum C1 level in Euskera.

• Minimum secondary education (ESO/Bachillerato).

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

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

• Ability to adapt in a dynamic environment.

• Strong analytical skills, attention to detail, and thoroughness in call reviews.

• Objectivity and technical judgment in evaluations.

• Proficiency in Google Sheets and advanced Excel.

• Familiarity with quality tools (audit forms, scorecards, checklists).

• Experience using CRM, internal tools, and customer databases.

• Strong 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.

• Capability to work with confidentiality and handle sensitive information.

🏝️ Benefits

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

• Permanent contract.

• Start date on 16/11/2026.

• Split schedule with 1 hour from 10h - 19h (preferred) or from 9h-18h.

• 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 anywhere in mainland Spain.

• We provide the computer, monitor, headphones, and mouse to your home.

• Opportunity to be part of an international company.

• Commitment to diversity, equity, and inclusion.