Junior Quality Assurance Analyst with Spanish, French and English ​📊

Junior Quality Assurance Analyst with Spanish, French and English ​📊

As a Junior Quality Assurance Analyst, you will be responsible for monitoring, analyzing, reporting on, and auditing operational processes.

Working closely with agents, supervisors, and support departments, you will help ensure compliance with service parameters, quality standards, and customer requirements across all interactions.

Responsibilities: 📌

• Participate in internal and external calibration sessions to ensure consistency and accuracy of quality evaluations.
• Prepare and maintain quality and KPI reports at agent and team level.
• Monitor quality performance and identify areas for improvement.
• Support the Quality Team and Team Leaders in implementing action plans aimed at improving performance and service quality.
• Provide constructive feedback to agents based on quality assessments and operational observations.
• Assist in conducting coaching and development activities to support agents' performance growth.
• Process and handle customer data in compliance with internal policies and data protection requirements.
• Perform quality analyses, including verbatim categorization and case research, at agent and team level.
• Provide day-to-day support to agents through active floor presence and real-time guidance.
• Monitor adherence to quality standards and contribute to continuous improvement initiatives.
• Escalate identified quality or operational issues to the appropriate stakeholders.
• Collaborate with operational and support teams to ensure compliance with client requirements and quality standards.

Requirements: 💎

• Excellent command of all three languages: Spanish (C1), French (C1), and English (B2) is required.
• Good computer skills, including proficiency in MS Office.
• Strong analytical and problem-solving skills.
• Openness, empathy, and excellent communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills, including effective time management and prioritization.
• Ability to interpret quality and operational metrics and identify opportunities for improvement.
• Good diction and confidence when delivering feedback and presentations.
• Ability to work effectively under pressure while maintaining a high level of professionalism.

Nice to have: ⭐

• Previous experience in training, coaching, teaching, customer service, or quality assurance.

We offer: 🤝

• Employment contract.
• On-site work in Poznań. Office location: Królowej Jadwigi 43 (Marathon), Poznań, Poland.
• MyBenefit Cafeteria - receive monthly points that can be exchanged for shopping vouchers, cinema tickets, food delivery services, a Multisport card, a LuxMed package, and many other benefits.
• You will join a supportive and collaborative team that will help you build your expertise in card disputes and payment operations through structured onboarding and ongoing training.
• Collaboration in an international environment.
• Opportunity for continuous development within our organization through internal training programs, career advancement opportunities via internal recruitment processes, and free access to a language learning platform to support your personal and professional growth.

Join us and apply today! 📥

*Our recruitment process is fully remote!