Quality Analyst (Catalan- speaking) - Remote AV01

Concentrix; España; Remote; EUR 20,000 - 24,000; Full time

Benefits offered by this job

Remote work in Spain

Full paid training

Performance bonus up to 4000

Job summary

Concentrix is seeking a Team Leader to guide a Customer Service Advisors team, drive performance, and nurture talent across the project. The role emphasizes coaching, data-driven improvement, and strong communication to ensure high-quality customer experiences.

You will implement development plans, oversee schedules, and collaborate with multiple departments while delivering on targets. Remote-friendly in Spain, with comprehensive onboarding and training.

Qualifications

• Lead, support, and motivate a team of Customer Service Advisors to achieve performance targets.
• Monitor team performance, quality, productivity, and customer satisfaction KPIs.
• Provide regular coaching, feedback, mentoring, and performance reviews.
• Identify training needs and organize workshops and development activities.
• Monitor customer interactions, ensure quality standards, and support the resolution of escalations.
• Manage team schedules, attendance, and daily operations.
• Analyze performance data, identify improvement opportunities, and collaborate with other departments.
• Support recruitment, onboarding, and employee development activities.

Responsibilities

• Lead, support, and motivate a team of Customer Service Advisors to achieve performance targets.
• Monitor team performance, quality, productivity, and customer satisfaction KPIs.
• Provide regular coaching, feedback, mentoring, and performance reviews.
• Identify training needs and organize workshops and development activities.
• Monitor customer interactions, ensure quality standards, and support the resolution of escalations.
• Manage team schedules, attendance, and daily operations.
• Analyze performance data, identify improvement opportunities, and collaborate with other departments.
• Support recruitment, onboarding, and employee development activities.

Skills

Leadership/Management experience

Coaching

Mentoring

Team management

Communication

Analytical thinking

English proficiency

Education

High school diploma or equivalent

Tools

Excel

Reporting tools

Job description

Ready to lead a team, develop talent, and drive results?

Are you a natural leader who enjoys motivating people, solving problems, and helping others reach their potential? Join our team as a Team Leader and play a key role in delivering excellent customer experiences while supporting your team's growth and performance.

What will you do?

• Lead, support, and motivate a team of Customer Service Advisors to achieve performance targets.
• Monitor team performance, quality, productivity, and customer satisfaction KPIs.
• Provide regular coaching, feedback, mentoring, and performance reviews.
• Identify training needs and organize workshops and development activities.
• Monitor customer interactions, ensure quality standards, and support the resolution of escalations.
• Manage team schedules, attendance, and daily operations.
• Analyze performance data, identify improvement opportunities, and collaborate with other departments.
• Support recruitment, onboarding, and employee development activities.

What are we looking for?

• High school diploma or equivalent.
• Fluency in at least one co-official Spanish language: Catalan, Valencian, Galician, or Basque.
• Good verbal and written English skills.
• Customer service experience, with at least 6 months for external candidates.
• At least 12 months of leadership or management experience for external candidates.
• Strong coaching, communication, mentoring, and team management skills.
• Analytical thinking and the ability to interpret performance data.
• Knowledge of Excel, reporting tools, and operational processes.
• A proactive mindset, adaptability, and the ability to motivate others.

What’s in it for you

• Full-time 39 hours/week contract: Monday to Friday rotative schedule from 9:00 to 20:00
• Salary 22.000 euros gross/year + up to 4000 euros gross/year in bonus
• Work remotely from anywhere in Spain
• Full paid training on the company and the project you'll be working on

Ready to lead the way?

Bring your leadership skills, people-focused approach, and passion for performance to a role where you can make a real impact.

Concentrix is an equal opportunity employer

We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.