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Quality with English - Split Shift

On-site in Madrid·Full-time·Added today (last checked 4 Nov)

Agency

Randstad España

6316 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: On-site, Madrid
Contract: Permanent, full-time hours

Visa options

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

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Skills

Nice to have

Contact Center

This job advert was originally written in Spanish.

Pay & benefits

What you'll get

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

*Contract THROUGH THE COMPANY for 6 months (extendable to permanent).

*Hybrid initial training within the contract.

*On-site work in Madrid CL Alcalá, 265. Possibility of hybrid work.

Internal promotion and professional development program: We value our staff and promote growth through internal promotion.

The role

Do you have experience as a call center agent? Are you passionate about customer service? Do you consider yourself proactive, resourceful, and able to identify customer needs?

At Randstad, we have the perfect opportunity for you!

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, thereby 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.

Requirements

ENGLISH MINIMUM B2 IS ESSENTIAL. Training, systems, and interaction with the client are in English.
Minimum secondary education (ESO/Bachillerato).
MINIMUM 6 months of experience as a QA in a call center is ESSENTIAL.
Knowledge and understanding of key performance indicators (KPIs).
Strong analytical skills, great attention to detail, and rigor in call reviewing. Objectivity and technical 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 provide constructive feedback, oriented toward improvement and knowing how to manage agent frustration.
Ability to work with confidentiality and proper handling of sensitive information.

Benefits and conditions

*39-hour work week from Monday to Friday.

SHIFTS: split shift from 10:00 to 19:00 or from 09:00 to 18:00.

Hiring process

2 steps1 interview

Apply to the job
Under review · With a Randstad consultant
Shortlisted
Consultant contact
With a Randstad consultant
One of our consultants will review your application and contact you about the next steps.
Company decision
With a client company
Randstad acts as an intermediary connecting candidates with companies; in some cases final handling of profiles and the decision on whom to contact rest solely with the company.

The final stages are set by the client company: final handling of profiles and the decision on whom to contact rest solely with the company.
Randstad does not publish timescales; your application status may not change because of the high volume of applications or because the company manages its own timings.
The published statuses only go as far as shortlisting: Randstad does not detail later interviews or assessments.

About Randstad España

Randstad España is the Spanish branch of Randstad N.V., a global leader in human resources and staffing solutions. The company provides a wide range of workforce solutions, including temporary and permanent placement, recruitment process outsourcing, and HR consulting. With a strong presence in Spain, Randstad España connects thousands of professionals with job opportunities across various sectors, including industrial, technical, and customer service roles.

For international professionals, Randstad España offers a gateway to the Spanish job market, with numerous openings in technical maintenance, customer service, and administrative roles. The company values diversity and inclusion, and its extensive network of offices across Spain ensures support for candidates seeking employment in different regions. Randstad's global reach and local expertise make it a reliable partner for those looking to relocate and work in Spain.