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).
