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Teleperformance Spain

Runs multilingual customer support and sales services

Quality Analyst Call Center - Customer Service

Customer ExperienceConfirmed live in the last 24 hours
Full-timeMadrid, Spain

About the Job

Requirements

  • A minimum B2 level of English is required because training, systems, and customer interactions are in English.
  • At least six months of experience as a quality analyst in a call center is required.
  • Knowledge and understanding of key performance indicators is required.
  • Strong analytical skills, attention to detail, rigor in call reviews, objectivity, and technical judgment are required.
  • Proficiency in Google Sheets and advanced Excel is required.
  • Experience using quality tools, including audit forms, scorecards, and checklists, is required.
  • Experience using customer relationship management tools, internal tools, and databases is required.
  • Time management, organization, initiative, and ability to work autonomously are required.
  • Clear and professional communication for giving feedback to agents and supervisors is required.
  • Ability to give constructive, improvement-oriented feedback and handle agent frustration is required.
  • Ability to maintain confidentiality and appropriately handle sensitive information is required.
  • Minimum education of secondary school (ESO/Bachillerato) is required.

Responsibilities

  • Analyze compliance with quality standards through audits and contribute to internal and external calibrations.
  • Provide feedback to correct identified errors and support competency development.
  • Manage complaints arising from direct feedback and requests for clarification.
  • Propose collaborative work plans with supervisors and trainers to develop agents' competencies and optimize customer-service results.
  • Conduct compliance audits of critical behaviors that may affect operational results, helping mitigate decisive errors during calls.
  • Prepare and present monthly quality reports, identify critical issues, and propose effective corrective strategies.
  • Conduct detailed analyses and root cause analyses to understand and mitigate systemic quality issues.

About the Company

Teleperformance Spain

Runs multilingual customer support and sales services

Teleperformance Spain, also branded TP Spain, runs outsourced customer support and sales operations for international businesses. Its teams handle customer enquiries, account support, technical questions and business development through telephone, email, chat and other digital channels. Programs include digital advertising sales, advertiser onboarding and customer care for online services, with language-specific teams serving markets beyond Spain. The Spanish operation recruits for office-based, hybrid and remote roles, supported by training, quality management and client operations teams. The Spanish legal entity, Teleperformance España S.A.U., was incorporated in 1989.

Company size
Not listed
Company stage
Not listed
Total funding
Not listed
Headquarters
Not listed
Founded
1989

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