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 promote skill development.

• Manage complaints arising from feedback and clarification requests.

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

• Conduct compliance audits on critical behaviors and mitigate significant errors during calls.

• Prepare and present monthly quality reports, identifying critical issues and suggesting corrective strategies.

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

• Support general customer inquiries regarding orders, accounts, and purchasing processes via phone, chat, and email.

• Resolve technical inquiries related to devices and digital services such as Alexa, Prime Video, Kindle, and Fire TV.

⛳️ Requirements

• Native level Euskera or at least C1 proficiency.

• Minimum secondary education (ESO/Bachillerato).

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

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

• Proven ability to thrive in a dynamic environment and adapt to changes.

• 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 systems, internal tools, and customer databases.

• Excellent time management, organizational skills, and a proactive, independent approach.

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

• Ability to give constructive feedback 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.

• Split schedule with options of 10h - 19h (preferred) or 9h-18h.

• Salary according to the 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 the mainland territory.

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

• Opportunity to be part of an international company.

• Commitment to diversity, equity, and inclusion.