Quality Evaluator and Coach (Danish Speaking) - Benalmádena, Spain
Core
Monitor quality, coach agents, and support daily back-office operations for a Danish-speaking customer experience team.
Role type
Quality Evaluator and Coach (IC)
Builds
Operational reports, performance trackers, and coaching plans for agents.
Domain
Customer Experience / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Quality monitoring, performance coaching, data analysis, Microsoft Excel, CRM/ticketing systems, operational reporting, call calibration, workforce scheduling
Preferred skills
Experience with Moreshop, Intrum, or social media platforms, advanced Excel skills
Responsibilities
Monitor and manage Back Office emails and social media activities; Conduct call calibration sessions and monthly quality controls; Perform monthly coaching sessions with agents; Prepare and present monthly performance data to stakeholders; Support daily operations by handling calls and emails.
Seniority
Mid-level, hands-on IC
