Spanish speaker quality analyst - Casablanca

Overview:

The Spanish-speaking Customer Experience Analyst is responsible for monitoring and auditing transactions handled by frontline agents via calls, emails, chat, or back-office activities. This role includes root cause analysis to support Contact Center Operations in ensuring consistent quality standards and delivering an excellent customer experience, building client satisfaction and loyalty. Fluency in Spanish is required, with additional proficiency in English or French.

Key Responsibilities:

Transaction Monitoring: Audit agents’ transactions against internal and external quality standards, ensuring objectives are met and providing actionable insights to enhance customer experience. Reporting: Generate and maintain Customer Experience reports (e.g., Daily Internal Errors, Scorecard Uploads, MIS, Verint 11). Ensure data accuracy to support analysis, process improvements, and innovation. Targeted Analysis: Analyze data impacting Customer Experience metrics, identify areas for improvement, highlight strengths, and provide recommendations to optimize account performance. Flagging Behaviors: Investigate complaints or non-compliance with quality standards. Recommend corrective actions, issue Incident Reports to Team Leaders, and perform deeper analysis when needed. Calibrations and Call Listening: Review calibration material, meet deadlines, and participate in discussions to ensure alignment with business objectives, customer experience insights, and coaching methodology. Build a call library for training and learning purposes. New Hire / Nesting Support: Conduct audits for new hires as required by the CE Team Lead, providing immediate findings to Operations and Training teams. Other Responsibilities: Perform additional tasks assigned by the supervisor to achieve account quality objectives.
Requirements:

Fluent Spanish (mandatory), with additional English or French Strong analytical and problem-solving skills Experience in quality assurance and contact center environment