The English-language job board for Spain

Call Center Quality Analyst with English

Hybrid in Madrid·Full-time·Added 2 days ago (last checked 5 Nov)

Agency

Grupo Crit

799 open roles

Apply

Our summary

Hours: Fixed shift · Monday to Friday
Work mode: Hybrid, Madrid
Contract: Permanent, full-time hours
English: Required
Education: Compulsory secondary education (ESO)

Visa options

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

Find jobs with visa support

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 criteria 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.

Why apply? Because you will be part of an international project in constant growth, where you can develop your professional career within the customer service sector. You will receive training from the start, you will have opportunities for internal growth, and you will work in an environment that bets on people's development.

At Grupo CRIT, we want to meet you. Apply and take the next step in your professional career!

Pay & benefits

What you'll get

Initial contract of 6 months (extendable to permanent)
Salary according to Contact Center Agreement + language bonus
39-hour work week from Monday to Friday,
Possibility to choose between:
Morning shift: 10:00 to 19:00.
Afternoon shift: 09:00 to 18:00.
On-site work in Madrid, Calle Alcalá area.
Possibility of a hybrid modality once adaptation to the position has been consolidated.
Professional development and internal promotion program.
Joining an international company with a dynamic and multicultural environment.

The role

Are you passionate about helping people and offering quality solutions? Would you like to be part of an international project within a major, rapidly growing digital company?

At Grupo CRIT, we are selecting a Quality Analyst Call Center with English to join an important user service for a renowned company in the digital sector.

We are looking for people with a vocation for service, excellent communication skills, and customer orientation. If you enjoy resolving incidents, helping users, and working in dynamic environments, we want to meet you!

You will work managing customer inquiries through different communication channels, guaranteeing an excellent experience and offering effective solutions in every interaction.

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 issues and proposing effective correction strategies.
Perform detailed analyses and root cause analyses (RCA) to understand and mitigate systemic quality issues.

About Grupo Crit

Grupo Crit is a French staffing and recruitment group headquartered in Paris, providing temporary work, permanent placement, and HR outsourcing services across multiple industries. With a strong presence in France and expanding operations in Spain, the company connects businesses with skilled workers in sectors such as logistics, manufacturing, administration, and technical trades. The group operates through a network of local agencies, offering flexible employment solutions to both companies and job seekers.

In Spain, Grupo Crit has a significant footprint with numerous job openings across regions like Madrid, Barcelona, Zaragoza, and Andalusia, reflecting its role as a major employer in the country's staffing sector. The company's work culture is centered on operational efficiency and matching talent with client needs, making it a practical entry point for international professionals seeking temporary or permanent roles in Spain, particularly in industrial and administrative positions. However, as a staffing agency, its relevance to international hires is primarily through the roles it manages rather than a distinct corporate culture.