Quality Analyst, Euskera

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

📋 Description

• Evaluate compliance with quality standards through audits.

• Assist in both internal and external calibrations.

• Provide feedback to rectify errors and enhance competencies.

• Manage claims arising from feedback and requests for clarification.

• Suggest collaborative work plans with supervisors and trainers to develop agents' skills and optimize outcomes.

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

• Prepare and present monthly quality reports.

• Identify critical issues and propose corrective strategies.

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

• The service offers first-line support via phone, chat, and email for inquiries related to orders, accounts, and purchasing processes; followed by second-line support for technical questions about Alexa, Prime Video, Kindle, and Fire TV.

⛳️ Requirements

• Native or minimum C1 level in Basque.

• Minimum secondary education (ESO/Bachillerato).

• At least 6 months of experience as a 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.

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

• Familiarity with CRM systems, internal tools, and client databases.

• Time management, organizational skills, and proactive, autonomous work style.

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

• Ability to give constructive feedback and handle agent frustration.

• Capacity to work with confidentiality and manage sensitive information.

🏝️ Benefits

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

• Indefinite contract.

• Start date on 16/11/2026.

• Split schedule with 1 hour from 10 AM - 7 PM (preferred) or from 9 AM - 6 PM.

• 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 location in mainland Spain.

• We provide a laptop, monitor, headset, and mouse to your home.

• Opportunity to be part of an international company.

• Commitment to diversity, equity, and inclusion.