Sr Quality Analyst// Spanish Process

Leading BPO in Gurgaon

Hiring for Spanish Quality Analyst

CTC UPTO 10.5LPA

Minimum 1 year as a Spanish QA

Shifts- Rotational

Note- This is a BPO Profile

Role and Key Responsibilities:

 Maintain expert level knowledge and assigned products and services, complete all required training and certifications.

 Monitor customer issue trends, volume spikes, and case inventory.

 Lead daily team huddle and communicate operational updates.

 Conduct effective coaching and feedback sessions; manage follow-up actions.

 Ensure timely completion of compliance training and phishing exercises for self and team.

 Review and analyze B2B Service Cloud and DOMO reports; share performance metrics weekly.

 Serve as an escalation point for customer cases; manage resolution and documentation.

 Oversee staff scheduling and maintain low attrition rates.

 Validate agenda access and ensure compliance with security protocols.

 Always display professionalism.

 Respond promptly to production issues and operational challenges.

 Promote positive behaviors and recognize team achievements.

 Provide reporting and analysis results to the B2B Service Directors for quality evaluations completed including trend results

 Learn program/ services topics to provide proper support, this includes refresher training and new product/enhancement trainings

 Lead and participate in feedback sessions in Verient application

 Maintain and expand on all product and service knowledge.

 Complete all mandatory training courses in a timely manner.

 Protect Mastercard B2B customer and internal proprietary information.

 React in demanding situations or short timeline deliverables.

 Amplify positive behaviors.

 Collaborate with multiple internal support teams to address customer requests

Key skills & knowledge:

 Proficiency in Microsoft Office and related applications

 Strong attention to detail and organizational skills

 Professional demeanor and respect for colleagues and customers

 Ability to collaborate effectively with internal teams and B2B Service Directors

 Capable of multitasking and leading in a dynamic, team-oriented environment.

 Demonstrates success in high-pressure, fast – paced settings, and frequent changes deemed by the business and product owners.

 Analytical and strategic thinking and problem-solving skills for process improvements

 Effective communication and feedback delivery

 Commitment to fostering a safe, inclusive, and diverse workplace.

Educational Qualification : Graduate

Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123