Job Title :
Call Center Quality Analyst French Speaker (Onsite / Hybrid) Málaga, SpainWork 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 agentsProvide detailed feedback and coaching to improve agent performanceIdentify trends in customer interactions and recommend improvement actionsSupport training teams by sharing quality insights and performance dataEnsure adherence to company standards, processes, and compliance guidelinesAssist in developing and updating quality scorecards and evaluation formsPrepare regular reports and dashboards on quality metrics and KPIsCollaborate with supervisors and operations teams to improve overall service qualityRequirements :
Fluent in French (C2 level), both written and spokenProficient in English (B2 or higher)Previous experience in a call center quality assurance or customer service roleStrong analytical, observational, and communication skillsAbility to give constructive feedback and coach team members effectivelyFamiliarity with QA tools, CRM systems, and contact center technologiesHigh attention to detail and strong organizational skillsEU work authorization or valid Spanish work permitWhat We Offer :
Competitive salary and benefits packageHybrid work flexibility (based on project needs and performance)Private health insuranceOngoing training and professional developmentOpportunities for career growth within the companyA dynamic and inclusive work cultureModern office facilities in Málaga, close to transport and the city centerWellness activities and regular team eventsFulltime :
40 hours / weekMonday to Friday (standard business hours with occasional flexibility if needed)Key Skills :
Customer Service, Quality Assurance, Call Monitoring, Feedback & Coaching, Contact Center Technologies, Multilingual CommunicationExperience :
YearsVacancy :
1
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