Spanish Quality Analyst (BPO) – Lisbon

About the role

We are seeking a fluent Spanish speaker to join our Lisbon BPO team as a Quality Analyst. In this role you will evaluate customer interactions across multiple channels, ensuring compliance with internal and client standards while contributing to continuous improvement.

Key responsibilities

• Conduct quality assessments of Spanish‑language phone, email and chat interactions.
• Review agent performance for communication quality, process compliance and information accuracy.
• Provide actionable feedback to agents and collaborate with training teams.
• Identify recurring issues, trends or knowledge gaps and escalate them appropriately.
• Help create and update quality monitoring documentation for the Spanish market.
• Work with Operations, Training and Customer Experience to maintain consistency across channels.
• Generate timely quality reports and participate in calibration sessions.
• Suggest improvements to customer experience and operational metrics.

Required profile

• Native‑level or C1/C2 fluency in Spanish and strong English communication skills.
• At least 1 year of experience in Quality Assurance, Customer Service or a related BPO role (preferred but not mandatory).
• Excellent attention to detail and analytical abilities.
• Effective organisational and time‑management skills in a high‑volume environment.
• Legal right to work in Portugal or willingness to relocate (relocation support available).

Required skills

• Proficiency with MS Office.
• Experience using quality monitoring tools.
• Familiarity with CRM platforms such as Salesforce or Zendesk.

What we offer

• Competitive salary with performance reviews and bonus potential.
• Hybrid working model combining office presence with remote flexibility.
• Private health insurance, generous paid leave and wellbeing programmes.
• Structured onboarding and continuous training opportunities.