Quality Analyst – Spanish Market (Lisbon)

About the role

We are seeking a Spanish‑speaking Quality Analyst to join our Lisbon team and support the Spanish market. The role focuses on monitoring service quality, analysing performance data and driving continuous improvement to ensure an excellent customer experience.

Key responsibilities

• Monitor and evaluate customer interactions against defined quality standards.
• Conduct quality assessments, audits and calibration sessions.
• Analyse performance trends, KPIs and identify improvement opportunities.
• Provide structured, actionable feedback to operational teams.
• Prepare and analyse quality reports and dashboards.
• Collaborate with Operations, Training and other internal stakeholders.
• Support continuous‑improvement initiatives and ensure compliance with internal procedures and client requirements.

Required profile

• Previous experience as a Quality Analyst in a BPO or contact‑centre environment.
• Strong analytical mindset with attention to detail.
• Excellent communication and stakeholder‑management abilities.
• Ability to deliver constructive, structured feedback.
• Fluent Spanish (native) and English at B2 level or higher.

Required skills

What we offer

• Competitive salary package with performance‑related benefits.
• Meal allowance.
• Health insurance.
• Career development and international, multicultural environment.
• Opportunities to grow within a global organisation.