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Customer Service Agent Analyst

Hybrid in Madrid·Full-time·Added today (last checked 5 Nov)

Agency

Adecco España

4341 open roles

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Our summary

Salary: €20,279 a year
About €1,450 a month after tax.
Hours: Split day (jornada partida) · Monday to Friday
Work mode: Hybrid, Madrid
Contract: Permanent, full-time hours
English: Required
Education: Compulsory secondary education (ESO)

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The ad doesn’t mention sponsorship
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

ENGLISH is ESSENTIAL, minimum B2. Training, systems, and interaction with the client are in English.

Minimum secondary education (ESO/Bachillerato).

ESSENTIAL minimum 6 months of experience as a QA in a call center.

Knowledge and understanding of key performance indicators (KPI).

Solid analytical skills, great attention to detail, and rigor in call reviewing. Objectivity and technical/a judgment in evaluation.

Proficiency in Google Sheets and advanced Excel.

Handling of quality tools (audit forms, scorecards, checklists).

Use of CRM, internal tools, and databases.

Excellent time management, organizational capacity, and a proactive and autonomous approach to work.

Clear and professional communication for feedback to agents and supervisors.

Ability to give constructive feedback, oriented towards improvement and knowing how to handle agent frustration.

Ability to work with confidentiality and proper handling of sensitive information.

Pay & benefits

What you'll get

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

Initial contract of 6 months (extendable to an indefinite contract).

Split shift with 1h break from 10h - 19h (preferred) or from 9h-18h.

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

On-site work at our Madrid center. Possibility of hybrid work.

The role

From the Adecco group, we are looking for a QUALITY ANALYST to work in a customer service group.

What you'll do

Analyze compliance with quality standards through audits, actively contributing to internal and external calibrations.
Provide feedback to correct detected errors and foster competency development.
Effectively manage claims arising from direct feedback and requests for clarification.
Propose collaborative work plans with supervisors and trainers to develop agent competencies and optimize customer service results.
Perform compliance audits on critical behaviors that may affect operational results, thus helping to mitigate decisive errors during calls.
Prepare and present monthly quality reports, identifying critical problems and proposing effective correction strategies.
Perform detailed analyses and root cause analyses (RCA) to understand and mitigate systemic quality issues.

Hiring process

1 interview

Adecco does NOT charge or pay any fee for registering for or taking part in its recruitment processes.
The published stages only go as far as shortlisting; Adecco does not detail the later interviews or timescales, which depend on the client company.

About Adecco España

Adecco España is the Spanish subsidiary of The Adecco Group, the world's largest staffing and recruitment company. Headquartered in Zurich, Switzerland, Adecco operates in over 60 countries and provides workforce solutions across a wide range of industries, including logistics, manufacturing, automotive, healthcare, and technology. In Spain, Adecco is one of the leading employment agencies, connecting thousands of workers with temporary and permanent positions across the country, from warehouse and industrial roles to administrative and customer service positions.

Adecco's Spain presence is extensive, with offices in major cities such as Madrid, Barcelona, Valencia, and Bilbao, among others. The company is known for its strong focus on workforce flexibility and career development, offering training and upskilling opportunities. For international professionals, Adecco Spain provides a gateway to the Spanish job market, with many roles requiring multilingual skills, particularly in customer service and technical positions. The work culture is dynamic and fast-paced, with a strong emphasis on matching candidates to the right opportunities.