Quality Analyst (QA). Contact Center. Full-time. Monday to Friday

• Initial 6-month contract, extendable to a permanent contract.
• Full-time schedule of 39 hours per week from MONDAY to FRIDAY.
• Split shift with 1 h for lunch: from 10:00 to 19:00 h (preferred) or from 9:00 to 18:00 h.
• Salary according to the Contact Center collective agreement + language bonus: €20,278.67 gross/year (€1,689.89 gross/month).
• On-site work in Madrid, with the possibility of a hybrid modality.
• Immediate start.

Your next professional challenge awaits you!

Do you have experience as a QA in a call center, do you master English, and do you want to boost your career in a stable, international, and rapidly growing environment?

We are looking for a Quality Analyst to join a top-tier project at a major multinational in the Contact Center sector, where you will be able to put your analytical skills and your orientation toward customer service quality into practice.

• Analyze compliance with quality standards through audits, actively contributing to internal and external calibrations.
• Provide feedback to correct detected errors and foster the development of competencies.
• 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, helping to mitigate decisive errors during calls.
• Prepare and present monthly quality reports, identifying critical issues and proposing effective correction strategies.
• Perform detailed analyses and root cause analyses (RCA) to understand and mitigate systemic quality issues.

• Solid analytical skills, great attention to detail, and rigor in call reviewing.
• Objectivity and technical criteria in evaluation.
• Excellent time management, organizational capacity, and a proactive and autonomous approach.
• Clear and professional communication to provide feedback to agents and supervisors.
• Ability to provide constructive and improvement-oriented feedback, knowing how to handle agent frustration.
• Ability to work with confidentiality and properly handle sensitive information.

• Be part of a prestigious international project
• Work in a professional and dynamic environment.
• Real opportunities for professional development and internal growth.

If you're looking for a challenge where your talent and languages make a difference... this is your moment!