Call Center Quality Analyst with Basque - Remote

TP Spain, certified as a Great Place to Work, offers you the opportunity to join as a Quality Analyst within a solid Customer Service team at a leading multinational technology company in e-commerce and digital services. The service will initially provide first-line support via phone, chat, and email for general customer inquiries regarding orders, accounts, and purchasing processes. Subsequently, a second line will become operational, focused on resolving technical queries related to devices and digital services such as Alexa, Prime Video, Kindle, Fire TV, among others. Responsibilities: Analyze compliance with quality standards through audits, actively contributing to internal and external calibrations. Provide feedback to correct detected errors and foster competency development. Effectively manage claims resulting from direct feedback and clarification requests. Propose collaborative work plans with supervisors and trainers to develop agent skills and optimize customer service results. Perform compliance audits on critical behaviors that could affect operational results, thereby helping to mitigate decisive errors during calls. Prepare and present monthly quality reports, identifying critical issues and proposing effective correction strategies. Execute...