Contact Center Quality Agent (QA)

• Knowledge of Contact Center/BPO services and metrics
• Experience in audits, preparation of Scorecards and reports, and support for action plans
• Experience in BPO/Contact Center services
• Training in Quality (six sigma, lean, etc.)
• Knowledge of QA tools: (NICE, Verint, Genesys) and CRM systems: Experience with Salesforce, Zendesk, or HubSpot.
• Data analysis.

• Permanent contract.
• Contact Center collective agreement and Quality Agent category.
• Salary according to collective agreement.
• Full-time working day.
• Hybrid work model.
• Schedule from Monday to Thursday from 9:00 to 18:30 and Fridays from 9:00 to 15:00.
• Location: Barcelona

Take the first step so that we can get to know you and APPLY; we will be delighted to get in touch with you.

**No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. That is why, at Grupo Servinform, we approach equality and diversity as an elemental factor for social progress, working day by day to achieve this objective**

Servinform is a services company specializing in BPO, Contact Center, digital transformation, and technological solutions, with more than 45 years of experience and a team of more than 6,000 professionals. We work for more than 1,500 clients from our different locations in Spain, offering solutions that combine people, processes, and technology to improve the efficiency and quality of services.

Currently, we are looking to hire a Contact Center Quality Technician to join our team and ensure compliance with the quality standards established in customer service operations.

Your mission will be to guarantee the quality of customer interactions by performing monitoring and evaluation of calls and other interactions, verifying compliance with established protocols and procedures, and providing information that allows us to understand the evolution of service quality.

• Perform listening sessions and monitoring of calls and other customer interactions.
• Evaluate interactions according to established quality criteria and parameters.
• Complete quality evaluation tools and forms.
• Detect non-compliance with procedures, protocols, or service standards.
• Record and analyze the results obtained from monitoring.
• Prepare quality reports and reports on the main service indicators.
• Identify recurring incidents or deviations and report them to the corresponding managers.
• Participate in calibration sessions to ensure the homogeneity of evaluation criteria.
• Monitor the quality results of the assigned teams and services.
• Collaborate with operations and training teams by providing relevant information regarding evaluation results.
• Use digital tools and Artificial Intelligence solutions applied to the monitoring and evaluation of interactions.