Quality Analyst-Spanish

The Quality Analyst will be responsible for conducting structured quality assurance reviews of customer interactions, including voice and written communications. This role focuses on evaluating the performance of associates handling interactions with existing and prospective customers, ensuring adherence to organizational policies, regulatory requirements, and defined service quality standards.

The incumbent will review inbound and outbound calls and email communications to assess professionalism, technical accuracy, customer service effectiveness, and compliance with internal and client-specific guidelines.

-Perform quality assurance audits of calls and written communications in accordance with defined SLAs and internal standards

-Provide timely and structured feedback to associates and relevant stakeholders

-Analyze quality trends and share insights with operations and management teams

-Conduct calibration sessions with internal teams and initiate corrective action plans to minimize variance

-Prepare and analyze internal and external quality reports for management review

-Ensure consistent adherence to defined process quality SLAs

-Maintain high standards of listening, documentation, and reporting

-Minimum 1+ year of experience as QA in the international BPO Process (Spanish Language)

-Strong attention to detail, analytical thinking, decision-making, and time management skills

-Ability to diligently follow up on corrective actions to ensure effective implementation

-Demonstrated flexibility and sense of urgency in a dynamic environment

-Ability to adapt to change and manage shifting priorities effectively

-Proven capability to multitask and perform in a fast-paced, team-oriented environment

-Strong written communication skills with attention to documentation quality

-HSC, Bachelor s degree

-Excellent verbal, written, and interpersonal communication skills

-Strong listening and analytical abilities