Call Center Quality Analyst (Basque)

• ESSENTIAL Basque at a native level or minimum C1.
• Minimum secondary education (ESO/Bachillerato).
• ESSENTIAL Minimum 6 months of experience (preferably 1 year) as a QA in a call center.
• Knowledge and understanding of key performance indicators (KPI).
• Adaptability: Demonstrated ability to succeed in a dynamic environment and adapt to changes, always maintaining the highest quality standards.
• Strong analytical skills, great attention to detail and rigor in call reviews. Objectivity and technical judgment in evaluation.
• Proficiency in Google Sheets (Google spreadsheet) and advanced Excel.
• Handling of quality tools (audit forms, scorecards, checklists).
• Use of CRM, internal tools, and databases of the client.
• 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 towards improvement and knowing how to handle agent frustration.
• Ability to work with confidentiality and proper handling of sensitive information.

TP Spain, certified as a Great Place to Work, offers you the opportunity to join as QUALITY a solid Customer Service team within the leading multinational technology company in e-commerce and digital services.

The service will initially provide support on the first line, via phone, chat and email, for general customer queries about orders, accounts and purchasing processes. Later, the second line will become operational, focused on resolving technical queries related to devices and digital services such as Alexa, Prime Video, Kindle, Fire TV, among others.

• 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.