Quality Analyst - Spanish

Job Description

Job Title: QA - Spanish Customer Support Location: Hinjewadi, Pune Shift: Night Shifts Job Summary We are seeking a detail-oriented and experienced Quality Analyst (QA) for our Spanish Customer Support team. The QA will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions to ensure an outstanding customer experience. This role involves working closely with the customer support team, providing feedback, and driving continuous improvement. Key Responsibilities Quality Monitoring: Evaluate customer support interactions (calls, emails, and chats) for quality, accuracy, and adherence to processes. Ensure that Spanish-language support meets company standards and customer expectations. Feedback and Improvement: Provide constructive feedback to agents to enhance their performance. Conduct coaching sessions and training based on identified gaps. Reporting and Analysis: Generate quality reports, identify trends, and recommend process improvements. Track key performance indicators (KPIs) and suggest strategies for improvement. Collaboration: Work closely with the training and operations teams to maintain high service standards. Support calibration sessions to ensure consistent evaluation standards. Customer Satisfaction: Ensure customer issues are resolved efficiently and satisfaction levels remain high. Identify and address recurring issues to improve overall support quality. Required Skills And Qualifications Proficiency in Spanish and English (written and spoken). 2-5 years of experience as a Quality Analyst in a customer support environment. Strong understanding of customer service processes and quality metrics. Experience working in night shifts. Excellent analytical, communication, and interpersonal skills. Ability to work independently and collaborate with cross-functional teams. Proficiency in MS Office and quality monitoring tools. Preferred Qualifications Experience in BPO/Customer Support for international clients. Knowledge of QA tools and frameworks. Certification in Six Sigma or Quality Management is a plus. Compensation And Benefits Night shift allowances. Health insurance and other company benefits. Show more Show less