Quality Analyst, Euskera

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

📋 Description

• Evaluate compliance with quality standards through audits.

• Engage in both internal and external calibrations.

• Provide feedback to rectify errors and enhance skills.

• Manage complaints arising from feedback and requests for clarification.

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

• Conduct compliance audits on critical behaviors that may 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 supports customer inquiries regarding orders, accounts, and purchasing processes via phone, chat, and email; subsequently, it includes technical inquiries about Alexa, Prime Video, Kindle, Fire TV, and other digital services.

⛳️ 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 while maintaining high quality standards.

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

• Effective time management, organization, and proactive, autonomous work ability.

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

• Ability to deliver 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 1 hour from 10h - 19h (preferable) 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 the Basque Country or from any point in the mainland territory.

• Computer, monitor, headphones, and mouse sent to your home.

• Opportunity to be part of an international company.

• Commitment to diversity, equity, and inclusion; no discrimination based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy, or other differences.