Italian or Portuguese Quality Analyst

ST_QA | Barcelona, Catalonia, Spain

Would you like to join a multicultural team working for a cutting-edge Fintech Company?

We are currently looking for a Quality Analyst with native level of Italian or Portuguese and English working knowledge, eager to develop his/her career with the worldwide leader in outsourced omnichannel customer experience management.

This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.

Main responsibilities:

  • Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
  • Responsible for conducting the number internal monitoring and feedback per agent as per client’s requirements or internal standards
  • The QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.
  • Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
  • QA collects and analyzes Top Call Drivers data
  • Prepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders
  • Detect areas for improvement and main opportunities
  • Attend internal and external calibration sessions
  • Work closely with Ops management to develop and implement action plans for quality improvement


  • Native level of Italian or Portuguese
  • Working Knowledge of English
  • Experience in Customer Support Operations and Quality Assurance
  • Strong Analytical Skills
  • Strong Communication Skills
  • Professional verbal and written communication skills
  • Ability to handle multiple tasks at a time and meet deadlines
  • Technical expertise with spreadsheets
  • Proficient PC skills
  • Must be self-motivated, detail oriented, have the ability to accurately gather and document statistics
  • Must be effective and efficient working in a team environment


  • Full-time contract, 39 hours/week
  • Competitive Salary
  • A permanent presence of coaches who will facilitate your personal and professional development
  • Employment with the world’s largest provider of contact center services
  • Excellent work environment, great colleagues, social arrangements and personal development
  • International business casual environment
  • Long Term Contract
  • Competitive Benefits package!

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