Spanish Quality Analyst - Porto, Portugal Porto

Spanish Quality Analyst - Porto, Portugal
Porto
Porto, Porto District, Portugal

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Spanish Quality Analyst - Porto, Portugal, Porto

Client: Foundever

Location: Porto, Portugal

Job Category: Other

EU work permit required: Yes

Job Reference: 7cc9931b34a1

Job Views: 2

Posted: 09. 05. 2025

Job Description:

Spanish Quality Analyst - Porto, Portugal

Req ID#: 399206

Porto, Portugal, PT

We are looking for a Spanish Quality Analyst to ensure that all external and internal requirements are met. You will monitor procedures and outputs, identify mistakes or
- conformity issues, and provide feedback to improve service quality.

As a Quality Analyst, your daily responsibilities will include:

1. Monitoring CSR performance through call reviews and evaluations.
2. Providing feedback to CSRs to ensure adherence to procedures and improve service quality.
3. Participating in meetings with supervisors and project leaders to discuss monitoring outcomes.
4. Reporting script issues and assisting in monitoring specific programs as needed.
5. Communicating with supervisors about program changes and CSR performance.
6. Creating and executing monthly call monitoring plans.
7. Contributing data for the Monthly Quality Report.
8. Providing feedback to the training department on issues for new agent training.
9. Acting as a CSR at least half a day weekly to maintain experience.
10. Participating in calibration sessions to align scoring and call interpretation.
11. Adhering to security policies and procedures of the company and client.

To succeed, you will need:

1. Native or proficient Spanish language skills.
2. Proficient English (C1 level).
3. Strong communication, organization, and
   - solving skills.
4. Ability to work with diverse backgrounds and influence behavior.
5. Experience with training, coaching, and scripting.
6. Ability to provide constructive feedback and organize tasks effectively.
7. Knowledge of Microsoft Office applications.
8. Availability to work
   - site in Porto from 8AM to 8PM, Monday to Friday.

Other details:

• Starting date: May 19th
• Minimum 6 months experience in BPO or customer service, with at least one professional certification.

Benefits:

• Competitive wages
• Paid training
• Employee discounts
• Private healthcare & dental insurance (after six months)
• Development programs and wellness initiatives
• Job stability and career growth

Join us and enhance your career with Foundever. Apply today!