Job Title:
Quality Analyst (English-speaking) - On-site BM01
Job Description
Experience the power of a game-changing career
Want to be part of an innovative and growing team? We're a general technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
If you're looking to grow and be inspired, as a Quality Analyst in Barcelona (on-site), you will be part of our team of game-changers who are powering the brands of the future.
Career growth and personal development
This is a great opportunity to experience the power of what's next and develop "friends for life" at the same time. We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed.
What you will do in this role
In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet.
As a Quality Analyst on our team, you will:
- Prepare agents to confidently respond to customers in complex or sensitive situations.
- Identify individual performance gaps and report findings to the Supervisor.
- Ensure consistent training levels across all agents.
- Monitor and analyze customer contacts handled by agents for quality assurance.
- Create high-quality templates aligned with our communication standards.
- Regularly review and improve existing templates to ensure clarity and effectiveness.
- Monitor agent performance and communication skills, including proofreading written responses.
- Manage the SBT template database and ensure its efficient use.
- Ensure all agents adopt and apply our clients voice and tone, both in writing and speech.
- Prepare impactful, on-demand ad hoc analyses tailored to various business levels
- Support training for new agents, especially in Performance Management and onboarding processes.
Your qualifications
We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
Concentrix is a great match if you:
- Are bilingual or proficient in English
- Demonstrate excellent customer service skills with a customer-first mindset.
- Excel at problem-solving and finding effective, timely solutions.
- Have strong conflict management abilities and can remain calm under pressure.
- Bring relevant experience from a similar customer-facing role.
Don't meet every requirement? No worries. We're dedicated to creating a diverse, inclusive, and authentic workplace for everyone. If you feel you don't check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it's this one or another role.
What's in it for you
We challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW. That's why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for our teams, our customers, and YOU.
In this role, we offer benefits that help support your unique lifestyle:
- Full-time 39 hours/week contract: Monday to Friday from 9:00 to 18:00
- Salary 22000 euros gross/year + up to 3180 euros gross/year in bonus + private medical insurance
- Central location in Barcelona
- Full paid training on the company and the project you'll be working on
- Career development programs, specialized courses
Experience the best version of you
At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive.
If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their "employer of choice."
Concentrix is an equal opportunity employer
We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.
R
Location:
ESP Barcelona - C/ de la Selva de Mar, 129
Language Requirements:
English (Required)
Time Type:
Full time
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