Quality Analyst Call Center con Euskera - Remoto
Core
Quality Analyst for a first and second-line customer support team handling general inquiries and technical issues for digital devices and services.
Role type
Quality Analyst (Call Center)
Builds
Customer support service quality and agent performance
Domain
E-commerce and digital services
Deliverable
dashboards & analysis
Required skills
Native or C1 Basque (Euskera), Quality Assurance in call center, KPI analysis, Root Cause Analysis (RCA), Advanced Excel and Google Sheets, Quality tools (audit forms, scorecards), CRM and database management
Preferred skills
Time management, Self-organization, Constructive feedback delivery
Technologies
Google Sheets, Excel, CRM, Quality audit tools
Responsibilities
Analyze compliance with quality standards through audits, Provide feedback to correct errors and develop agent competencies, Manage claims from direct feedback, Propose collaborative work plans with supervisors, Perform compliance audits on critical behaviors, Create and present monthly quality reports, Conduct detailed root cause analysis for systemic quality issues
