Call Quality Control (QC) Analyst – Spanish

AffirmData; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

AffirmData in the Philippines is seeking a Call Quality Control Analyst fluent in Spanish to monitor and improve the quality of interactions handled by Spanish-speaking agents. You will assess calls against QC scorecards, provide actionable feedback, and collaborate with Training and Operations to close performance gaps.

The role requires native or professional Spanish, strong English, 1–3 years in QA or call center monitoring, and excellent communication skills.

Qualifications

• Native or professional fluency in Spanish (written and verbal) and strong English proficiency.
• 1–3 years of experience in call quality assurance, call center operations, or a related monitoring role.
• Strong analytical skills with keen attention to detail.
• Familiarity with QC scorecards, call monitoring software, and CRM/ticketing tools.
• Excellent written and verbal communication skills.
• Ability to give objective, constructive feedback.

Responsibilities

• Monitor and evaluate recorded and live Spanish-language calls against established QC scorecards and compliance guidelines.
• Score calls for accuracy, professionalism, adherence to scripts/policies, and overall customer experience.
• Identify trends, recurring errors, and coaching opportunities across agents and teams.
• Provide detailed, constructive feedback reports to team leads and agents.
• Collaborate with Training and Operations teams to close performance gaps.
• Maintain QC documentation, calibration records, and audit trails.
• Participate in regular calibration sessions to ensure scoring consistency across QC analysts.
• Flag compliance risks, escalations, or policy violations to management promptly.

Skills

Spanish language proficiency

English proficiency

Analytical skills

Attention to detail

Tools

QC scorecards

Call monitoring software

CRM/ticketing tools

Job description

Call Quality Control (QC) Analyst – Spanish

Position Title: Quality Control Analyst – Spanish (Voice)

Department: Quality Assurance / Operations

Location: Philippines

Employment Type: Full-Time

Job Summary

We are seeking a detail-oriented Call Quality Control Analyst fluent in Spanish to monitor, evaluate, and improve the quality of customer interactions handled by our Spanish-speaking support/sales agents. The ideal candidate will ensure calls meet company standards for accuracy, compliance, tone, and customer experience.

Key Responsibilities

• Monitor and evaluate recorded and live Spanish-language calls against established QC scorecards and compliance guidelines.
• Score calls for accuracy, professionalism, adherence to scripts/policies, and overall customer experience.
• Identify trends, recurring errors, and coaching opportunities across agents and teams.
• Provide detailed, constructive feedback reports to team leads and agents.
• Collaborate with Training and Operations teams to close performance gaps.
• Maintain QC documentation, calibration records, and audit trails.
• Participate in regular calibration sessions to ensure scoring consistency across QC analysts.
• Flag compliance risks, escalations, or policy violations to management promptly.

Requirements

• Native or professional fluency in Spanish (written and verbal) and strong English proficiency.
• 1–3 years of experience in call quality assurance, call center operations, or a related monitoring role.
• Strong analytical skills with keen attention to detail.
• Familiarity with QC scorecards, call monitoring software, and CRM/ticketing tools.
• Excellent written and verbal communication skills.
• Ability to give objective, constructive feedback.

Preferred Qualifications

• Experience in BPO, customer service, or contact center environments.
• Knowledge of compliance standards relevant to the industry served (e.g., financial services, healthcare, telecom).
• Experience with call recording/monitoring platforms (e.g., NICE, Verint, Five9).