Remote Spanish QA Specialist for AI-Driven CX

Sitel Corp.; Lisboa; Teletrabalho; EUR 32 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive wages

Professional training

Private healthcare

Growth opportunities

Wellness program

Good company culture

Resumo da oferta

Foundever in Lisbon, Portugal, invites a Spanish Quality Specialist to evaluate and improve customer interactions for an online travel agency. The role focuses on monitoring calls, coaching CSR performance, and ensuring scripts and AI flows are applied consistently.

The ideal candidate has native Spanish with C2, fluent English, and QA experience. Remote work is available with standard business hours and ongoing training opportunities.

Qualificações

• Spanish native/C2 level mandatory
• Fluent English required
• Experience in QA and quality audits
• AI knowledge desirable

Responsabilidades

• Monitor CSR performance daily by listening to calls and evaluating quality
• Provide feedback to ensure adherence to scripts and improve service
• Act as quality expert and QA reference for the team
• Attend meetings with supervisors, project leaders and client POC
• Report script issues and questions to relevant areas
• Assist client in monitoring specific programs as needed
• Communicate program changes and new guidelines to the team
• Create monthly call monitoring plans and execute them
• Provide data for Monthly Quality Reports and dashboards
• Calibrate scoring with client to align interpretation of calls
• Monitor AI-driven interactions, including IVR and automation
• Identify gaps and opportunities in AI performance and CX
• Ensure AI interactions meet defined quality standards

Conhecimentos

Spanish

English

AI knowledge

Quality Assurance

Strong communication

Organizational skills

Microsoft Office

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Foundever in Lisbon, Portugal, invites a Spanish Quality Specialist to evaluate and improve customer interactions for an online travel agency. The role focuses on monitoring calls, coaching CSR performance, and ensuring scripts and AI flows are applied consistently.

The ideal candidate has native Spanish with C2, fluent English, and QA experience. Remote work is available with standard business hours and ongoing training opportunities.