Quality Analyst Call Center con Euskera - Remoto
Core
Analyze call center compliance through audits, provide feedback to correct errors, and develop agent competencies for a leading global technology company.
Role type
Quality Analyst (Call Center)
Builds
Customer support services (first and second line) for a multinational e-commerce and digital services company.
Domain
Customer Support / Quality Assurance
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 tools management, CRM usage, Time management.
Preferred skills
Adaptability, Analytical skills, Attention to detail, Constructive feedback delivery, Confidentiality handling.
Technologies
Google Sheets, Excel, CRM, Audit tools, Scorecards, Checklists.
Responsibilities
Conduct quality audits and calibrations, Provide feedback to agents and supervisors, Manage claims from feedback, Propose collaborative work plans with trainers, Perform root cause analysis (RCA), Prepare monthly quality reports.
Seniority
Mid-level, hands-on IC
