Spanish Quality Specialist – Remote (Portugal)

About the role

We are seeking a Spanish Quality Specialist to join our online travel agency’s remote team in Portugal. You will be responsible for monitoring and improving the quality of customer service interactions, both human and AI‑driven, to ensure a consistent and excellent caller experience.

Key responsibilities

• Monitor CSR performance daily by listening to, reviewing, and evaluating calls.
• Provide constructive feedback on soft skills, product knowledge, and system usage.
• Act as a quality‑assurance reference and counselor for the team.
• Participate in meetings with supervisors, project leaders, and client points of contact to discuss guidelines and procedures.
• Report script issues, assist with specific monitoring programs, and communicate program changes.
• Create and execute a monthly call‑monitoring plan and contribute data for quality reports.
• Lead calibration sessions to align scoring standards.
• Monitor AI‑driven interactions (IVR, automated flows), identify gaps, and ensure compliance with quality standards.

Required profile

• Native Spanish (C2) and fluent English.
• Strong verbal and written communication, organization, and time‑management skills.
• Ability to work with diverse teams and make fair, consistent judgments.
• EU citizenship or a valid work permit for Portugal.
• Availability to work from home, Monday‑Friday 08:00‑17:00.
• Previous experience as a Quality Specialist, Quality Auditor, or Senior QA consultant is desirable.

Required skills

• AI knowledge and experience evaluating AI‑driven customer interactions.
• Proficiency with Microsoft Office applications.
• Quality Assurance and call‑monitoring expertise.

What we offer

• Competitive wages.
• Paid professional training.
• Employee discount on travel services.