Quality Analyst Call Center con Euskera - Remoto
Core
Quality Analyst for a call center supporting a multinational e-commerce and digital services company, auditing agent interactions and driving service quality improvements.
Role type
Quality Analyst (Call Center)
Builds
Customer service quality standards and agent performance
Domain
E-commerce / Digital Services / Customer Support
Deliverable
dashboards & analysis
Required skills
Native or C1 Basque (Euskera), Quality Assurance experience (6+ months), KPI analysis, Root Cause Analysis (RCA), Advanced Excel and Google Sheets, Audit management, CRM usage
Preferred skills
Technical support knowledge (Alexa, Prime Video, Kindle, Fire TV), Time management, Constructive feedback delivery
Technologies
Google Sheets, Excel, CRM, Audit tools, Scorecards
Responsibilities
Analyze compliance with quality standards through audits, Provide feedback to correct errors and develop agent competencies, Manage claims arising from direct feedback, Propose collaborative work plans with supervisors and trainers, Perform compliance audits on critical behaviors, Create and present monthly quality reports, Conduct detailed root cause analysis (RCA) for systemic quality issues
