Quality Analyst-Spanish

First Credit Ites; Pune District; On-site; INR 350,000 - 500,000; Full time

Benefits offered by this job

Job summary

First Credit Ites is seeking a Quality Analyst with Spanish language proficiency to conduct QA reviews of customer interactions, including calls and emails, ensuring adherence to SLAs and internal standards.

The role involves providing actionable feedback, analyzing quality trends, and coordinating calibration sessions with internal teams to minimize variance, while maintaining high documentation quality.

Qualifications

• Minimum 1+ year of QA experience in international BPO (Spanish language).
• Strong attention to detail and analytical thinking.
• Ability to follow up on corrective actions and manage shifting priorities.

Responsibilities

• Perform QA audits of calls and written communications.
• Provide timely, structured feedback to associates and stakeholders.
• Analyze quality trends and share insights with ops and management teams.
• Conduct calibration sessions and implement corrective action plans to minimize variance.
• Prepare and analyze internal and external quality reports for management review.
• Ensure adherence to defined process quality SLAs and maintain documentation quality.

Skills

Quality Assurance

Spanish language

Analytical thinking

Attention to detail

Education

HSC

Bachelor's degree

Job description

Language Requirement: Spanish language proficiency - Mandatory

Opportunity to work as Quality Analyst-Spanish

Position Overview:

The Quality Analyst will be responsible for conducting structured quality assurance reviews of customer interactions, including voice and written communications. This role focuses on evaluating the performance of associates handling interactions with existing and prospective customers, ensuring adherence to organizational policies, regulatory requirements, and defined service quality standards.

The incumbent will review inbound and outbound calls and email communications to assess professionalism, technical accuracy, customer service effectiveness, and compliance with internal and client-specific guidelines.

Key Responsibilities:

• Perform quality assurance audits of calls and written communications in accordance with defined SLAs and internal standards
• Provide timely and structured feedback to associates and relevant stakeholders
• Analyze quality trends and share insights with operations and management teams
• Conduct calibration sessions with internal teams and initiate corrective action plans to minimize variancePrepare and analyze internal and external quality reports for management review
• Ensure consistent adherence to defined process quality SLAs
• Maintain high standards of listening, documentation, and reporting

Experience Requirements:

• Minimum 1+ year of experience as QA in the international BPO Process (Spanish Language)
• Strong attention to detail, analytical thinking, decision-making, and time management skills
• Ability to diligently follow up on corrective actions to ensure effective implementation
• Demonstrated flexibility and sense of urgency in a dynamic environment
• Ability to adapt to change and manage shifting priorities effectively
• Proven capability to multitask and perform in a fast-paced, team-oriented environment
• Strong written communication skills with attention to documentation quality

Educational & Skill Qualifications:

• HSC, Bachelor s degree
• Excellent verbal, written, and interpersonal communication skills
• Strong listening and analytical abilities

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.