Contact Center Quality Agent (QA)

Description

**Description:** ---------------- Servinform is a services company specializing in BPO, Contact Centers, digital transformation, and technological solutions, with over 45 years of experience and a team of more than 6\.000 professionals. We serve over 1\.500 clients from our various offices across Spain, delivering solutions that combine people, processes, and technology to improve service efficiency and quality. We are currently seeking a Contact Center Quality Technician to join our team and ensure compliance with established quality standards in customer service operations. **What will be your mission?** Your mission will be to guarantee the quality of customer interactions by monitoring and evaluating calls and other interactions, verifying adherence to established protocols and procedures, and providing insights to track service quality evolution. **What will be your responsibilities?** * Monitor and listen to calls and other customer interactions. * Evaluate interactions according to established quality criteria and parameters. * Complete quality evaluation tools and forms. * Identify non-compliance with procedures, protocols, or service standards. * Record and analyze results obtained from monitoring activities. * Prepare quality reports and dashboards on key service indicators. * Identify recurring incidents or deviations and escalate them to the relevant stakeholders. * Participate in calibration sessions to ensure consistency in evaluation criteria. * Track quality results for assigned teams and services. * Collaborate with operations and training teams by sharing relevant evaluation findings. * Use digital tools and Artificial Intelligence solutions applied to interaction monitoring and evaluation. **WE OFFER:** * Indefinite-term contract. * Collective agreement for Contact Centers, position category: Quality Agent. * Salary according to collective agreement. * Full-time working hours. * Hybrid work modality. * Working hours: Monday to Thursday, 9:00–18:30; Friday, 9:00–15:00. * Location: Offices located in Albuixech (Mediterráneo Industrial Park, Fila Street). Take the first step so we can get to know you — APPLY NOW! We will be delighted to contact you. \*\*No sector of our society can be understood without gender equality, as well as inclusion of persons with disabilities. Therefore, at Grupo Servinform, we consider equality and diversity as fundamental drivers of social progress, working daily toward achieving this goal\*\* **Requirements:** --------------- **MANDATORY REQUIREMENTS** * Knowledge of Contact Center/BPO services and metrics. * Experience in audits, development of scorecards and reports, and support for action plans. **PREFERRED REQUIREMENTS** * Experience in BPO/Contact Center services. * Training in Quality (Six Sigma, Lean, etc.). * Familiarity with QA tools (NICE, Verint, Genesys) and CRM systems: Experience with Salesforce, Zendesk, or HubSpot. * Data analysis