Quality Analyst Call Center con Euskera - Remoto
Core
Quality Analyst for a first and second-line customer support team, auditing calls/chats/emails to ensure compliance with quality standards and improving agent performance.
Role type
Quality Analyst (Call Center)
Builds
Customer support service quality metrics and agent competency development
Domain
E-commerce and digital services (Alexa, Prime Video, Kindle, Fire TV)
Deliverable
dashboards & analysis
Required skills
Native or C1 Basque (Euskera), Quality Assurance in call center (6+ months), KPI analysis, Root Cause Analysis (RCA), Advanced Excel/Google Sheets, Quality tool management, CRM usage
Preferred skills
Adaptability, Analytical skills, Attention to detail, Time management, Constructive feedback delivery
Technologies
Google Sheets, Excel, CRM, Quality audit tools
Responsibilities
Analyze compliance through audits, Provide feedback to correct errors, Manage claims from feedback, Propose collaborative work plans with supervisors, Perform compliance audits on critical behaviors, Create monthly quality reports, Conduct root cause analysis for systemic quality issues
