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Call Center Quality Analyst (English)

Hybrid in Madrid·Full-time·Added yesterday (last checked 31 Oct)

Teleperformance Spain

151 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: Hybrid, Madrid
Contract: Permanent, full-time hours
English: Required
Education: Compulsory secondary education (ESO)

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

ENGLISH minimum B2 is ESSENTIAL. Training, systems, and customer interaction are in English.
Minimum secondary education (ESO/Bachillerato).
ESSENTIAL minimum of 6 months of experience as a QA in a call center.
Knowledge and understanding of key performance indicators (KPI).
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.
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.

Pay & benefits

What you'll get

Full-time employment. 39 hours per week from Monday to Friday.
Initial 6-month contract (extendable to a permanent contract).
Availability to start in early December 2026.
Split shift with 1h break from 10h - 19h (preferred) or from 9h-18h.
Salary according to the Contact Center collective agreement for this position + language bonus: 20,278.67€ gross/year (1,689.89€ gross/month).
On-site work at our Madrid center (CL Alcalá 265). Possibility of hybrid work.
Opportunity to be part of an international company.

The role

TP Spain, certified as a Great Place to Work, offers you the opportunity to join us as a QUALITY member of our team within the leading digital Marketplace for buying and selling fashion and second-hand items between individuals.

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 Teleperformance Spain

Teleperformance is a global leader in customer experience management and business process outsourcing (BPO), providing digital integrated business services to major corporations worldwide. With over 410,000 employees across more than 80 countries, the company operates contact centers, AI-driven customer support, and specialized sales and technical services for clients in sectors like technology, finance, travel, and healthcare. Its Spain operations are a key hub for multilingual talent, supporting major global brands such as Google, Booking.com, and other digital platforms.

In Spain, Teleperformance has a significant presence with offices in Barcelona, Madrid, and other cities, employing thousands of people in multilingual roles. The work culture is fast-paced, client-focused, and highly international, with teams collaborating across languages and time zones. For international professionals, Teleperformance Spain offers a gateway to the Spanish job market, with roles often requiring native-level fluency in languages like German, Swedish, Dutch, Italian, Greek, or Arabic, making it a top destination for multilingual talent seeking to relocate to Spain.

Industry: BPO
Founded: 1978
Employees: 100,000+
Headquarters: Paris, France
In Spain: Barcelona, Madrid, Salamanca and 3 more

Good to know if you are moving

Teleperformance Spain hires heavily for multilingual roles, making it a common entry point for international professionals relocating to Spain.
Many positions are based in Barcelona, a major European tech and multicultural hub, offering a vibrant lifestyle and strong expat community.
The company offers remote work options for some roles, such as the Spanish Biotechnical Presales Consultant position, which is remote from Spain.
Roles often include training and career development programs, with opportunities to grow into team leader or management positions.
Fluency in languages like German, Swedish, Dutch, Greek, or Arabic is highly valued, and these roles often come with competitive relocation support.

In their own words

Additional information

TP is home to a global family with diverse backgrounds and lifestyles. We will always embrace diversity and will never discriminate against employees or candidates based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, or any other differences.

All open roles at Teleperformance Spain