Spanish Quality Analyst (BPO) - Lisbon
Are you fluent in Spanish and passionate about maintaining high quality standards in a dynamic, multicultural BPO environment? We are looking for an attentive and analytical individual to join our team in Lisbon as a Spanish Quality Analyst. This is an exceptional chance to enhance your quality assurance career within a fast-paced, international setting where your insight will be integral to operational excellence and customer satisfaction.
Key Responsibilities – Spanish Quality Analyst Jobs in Lisbon BPO Sector
- Conduct regular and thorough quality assessments of customer interactions in Spanish (phone, email, chat), ensuring strict adherence to internal guidelines and client-specific standards.
- Evaluate agent performance by reviewing communication, compliance to established processes, and accuracy of information delivered to clients.
- Provide constructive, actionable feedback to team members to drive continuous improvement across the team.
- Identify and document recurring issues, trends, or knowledge gaps, escalating them to supervisors or training teams as needed.
- Participate in the creation, update, and implementation of quality monitoring documentation and processes for the Spanish-speaking market.
- Work collaboratively with colleagues from Operations, Training, and Customer Experience to promote quality and consistency across all channels.
- Produce clear and timely quality reports for management; actively engage in calibration sessions to maintain assessment consistency.
- Contribute new ideas to improve customer experience, workflow processes, and key operating metrics connected to quality assurance.
Essential Skills and Qualifications – Quality Assurance Analyst Careers (Spanish Speaking) in Lisbon
- Fluency in Spanish (native or C1/C2 level) and excellent verbal and written communication skills in English.
- Minimum 1 year of experience in Quality Assurance, Customer Service, or related BPO roles (preferred, but not mandatory).
- Keen attention to detail and strong analytical skills to assess and record adherence to key quality criteria.
- Effective organisational and time management skills, capable of prioritising responsibilities in a high-activity setting.
- Comfortable with MS Office, quality monitoring tools, and CRM platforms (e.g., Salesforce, Zendesk, or equivalents).
- Proven ability to deliver feedback positively and cultivate a culture of respect and open communication.
- Right to work in Portugal or willingness to relocate to Lisbon (relocation support available).
Benefits & Rewards – Spanish Quality Analyst Roles in Lisbon BPO
- Attractive salary package with regular performance reviews and potential bonuses.
- Flexible hybrid working model: balance of office presence and remote working options.
- Private health insurance, generous paid leave, and employee wellbeing programmes.
- Structured onboarding, continuous training, and opportunities for career progression within quality assurance and beyond.
- Access to language training, cross-cultural initiatives, and professional growth resources.
- Inclusive and welcoming team culture in a modern, centrally located Lisbon office.
Why Build Your Quality Assurance Career with Us in Lisbon?
- Make a significant impact on the quality of service for our Spanish-speaking clients and partners every day.
- Collaborate with talented professionals from diverse backgrounds in a forward-thinking company.
- Pursue your professional growth with personalised coaching, mentorship, and clear advancement paths towards senior QA roles.
- Work in an environment that values integrity, excellence, and continuous solution-oriented improvement.
- Contribute directly to raising standards, improving customer satisfaction, and strengthening team performance.
If you are keen to advance your quality assurance journey and thrive within a vibrant, international BPO team in Lisbon, apply today to help deliver world-class service for the Spanish market!