Quality Analyst-Spanish

Firstcreditonline; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Firstcreditonline seeks a Quality Analyst-Spanish to perform QA reviews of customer interactions including calls and emails. You will assess professionalism, accuracy, and compliance with guidelines, providing structured feedback to teams.

The role emphasizes maintaining process quality SLAs, thorough documentation, and timely action on identified gaps in a fast-paced, team-oriented environment.

Qualifications

• Minimum 1+ year of QA experience in international BPO with Spanish language.
• Strong attention to detail, analytical thinking, decision-making and time management.
• Ability to follow up on corrective actions to ensure effective implementation.
• Adaptable to change and able to manage shifting priorities in a dynamic environment.
• Strong written communication skills and documentation quality.

Responsibilities

• Perform QA audits of calls and written communications and ensure compliance with SLAs.
• Provide timely, structured feedback to associates and stakeholders.
• Analyze quality trends and share insights with operations and mgmt teams.
• Conduct calibration sessions and initiate corrective action plans.
• Prepare and analyze quality reports for management review.
• Ensure adherence to defined process quality SLAs.
• Maintain high standards of listening, documentation, and reporting.

Skills

Verbal communication

Written communication

Interpersonal skills

Job description

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 variance
• Prepare 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:

• Excellent verbal, written, and interpersonal communication skills
• Strong listening and analytical abilities