quality analyst/trainer - spanish (m/f/x).

Responsibilities:

• Lead, coach, and mentor a team of Spanish agents to achieve high performance and deliver exceptional service.


• Set clear performance goals, provide constructive feedback, and conduct regular performance evaluations to foster individual and team development.


• Enforce community guidelines and platform policies with accuracy and consistency, handling escalated content moderation cases and analyzing trends to identify areas for improvement.


• Ensure the team provides high-quality customer support across all channels, managing support workflows, resolving complex customer issues, and implementing strategies to optimize service delivery.


• Oversee and maintain the quality of Spanish language moderation and customer support, ensuring linguistic accuracy, cultural sensitivity, and adherence to brand standards.


• Identify areas for process improvement, implement efficient workflows, and leverage technology to enhance team productivity and effectiveness.


• Track key performance indicators (KPIs) related to team performance, moderation accuracy, and customer satisfaction, analyzing data to identify trends and providing comprehensive reports to management.

• Fluent in Spanish (C1 level minimum) and residing in Lisbon, with availability for daily office work (Sete Rios);


• good English skills;


• analytical and critical thinking skills, solution-oriented;


• empathy and customer service excellence;


• previous experience in a call center environment. Applications without this experience will not be considered;


• valuable: Experience in Team Leader and/or Trainer roles;


• minimum: High-school diploma;


• must hold EU citizenship or a valid work permit for Portugal (residence card);

Benefits:

• Direct contract with the company.


• Base salary: €1000.


• Role adder: €100.


• Meal allowance: €7.17 per day.


• Performance bonus: up to €120 after the first 3 months.


• Signing bonus: €500 for the first 3 months.


• Health insurance.


• Full-time job.


• Schedule: 9 am to 9 pm UTC+1, Mon to Sun (rotative shifts) with 2 days off per week.


• Excellent work atmosphere.


• Modern office building, close to public transportation (train, metro, bus).


• Growth opportunities through development programs.


• Fun and engaging company-wide initiatives, including a wellness program.
  
  

Randstad's mission is to become the most equitable and specialized talent company in the world. We welcome people with a wide range of skills and experience and are committed to ensuring that our recruitment and hiring process meets the needs of all people. If you need any adjustments to make your application or interview more comfortable, please don't hesitate to let our recruitment consultants know.

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