The Quality Analyst role in Barcelona is an on-site, full-time position requiring proficiency in English. The successful candidate will be part of a dynamic team, responsible for ensuring quality customer interactions through agent training, performance analysis, and template management.
Responsibilities include:
- Preparing agents to handle complex or sensitive customer situations confidently.
- Identifying performance gaps and reporting to supervisors.
- Maintaining consistent training standards across agents.
- Monitoring and analyzing customer contacts for quality assurance.
- Creating and reviewing communication templates for clarity and effectiveness.
- Monitoring agent performance and communication skills, proofreading responses.
- Managing the template database for efficient use.
- Ensuring alignment with client voice and tone in writing and speech.
- Providing on-demand analyses tailored to business needs.
- Supporting new agent training and onboarding processes.
Qualifications:
- Proficiency in English.
- Excellent customer service skills with a customer-first mindset.
- Strong problem-solving and conflict management skills.
- Relevant experience in a customer-facing role.
Benefits:
- Full-time contract (39 hours/week, Monday to Friday, 9:00 to 18:00).
- Gross salary of 22,000 euros per year plus up to 3,180 euros in bonuses.
- Private medical insurance.
- Central location in Barcelona.
- Full paid training and career development programs.
