Job Title : Call Center Quality Analyst French Speaker (Onsite / Hybrid) Málaga, Spain
Work Mode : Onsite or Hybrid (depending on project and performance)
About the Role :
We are looking for a detail-oriented and proactive French-speaking Call Center Quality Analyst to join our team in Málaga. In this role, you'll be responsible for monitoring, evaluating, and enhancing the performance of our customer service agents, ensuring consistent delivery of high-quality service to French-speaking customers.
This is an exciting opportunity for someone passionate about customer experience and process improvement who thrives in a fast-paced multicultural environment.
Key Responsibilities :
* Monitor and evaluate calls, emails, and chats handled by French-speaking agents
* Provide detailed feedback and coaching to improve agent performance
* Identify trends in customer interactions and recommend improvement actions
* Support training teams by sharing quality insights and performance data
* Ensure adherence to company standards, processes, and compliance guidelines
* Assist in developing and updating quality scorecards and evaluation forms
* Prepare regular reports and dashboards on quality metrics and KPIs
* Collaborate with supervisors and operations teams to improve overall service quality
Requirements :
* Fluent in French (C2 level), both written and spoken
* Proficient in English (B2 or higher)
* Previous experience in a call center quality assurance or customer service role
* Strong analytical, observational, and communication skills
* Ability to give constructive feedback and coach team members effectively
* Familiarity with QA tools, CRM systems, and contact center technologies
* High attention to detail and strong organizational skills
* EU work authorization or valid Spanish work permit
What We Offer :
* Competitive salary and benefits package
* Hybrid work flexibility (based on project needs and performance)
* Private health insurance
* Ongoing training and professional development
* Opportunities for career growth within the company
* A dynamic and inclusive work culture
* Modern office facilities in Málaga, close to transport and the city center
* Wellness activities and regular team events
Fulltime : 40 hours / week
Monday to Friday (standard business hours with occasional flexibility if needed)
Key Skills :
Customer Service, Quality Assurance, Call Monitoring, Feedback & Coaching, Contact Center Technologies, Multilingual Communication
Experience : Years
Vacancy : 1
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