.Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a Quality Analyst with native level of French and English or Spanish working knowledge, eager to develop his/her career in the customer service industry.This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.Main responsibilitiesWorking closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.Responsible for conducting the number internal monitoring and feedback per agent as per client's requirements or internal standardsThe QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communicationQA collects and analyzes Top Call Drivers dataPrepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholdersDetect areas for improvement and main opportunitiesAttend internal and external calibration sessionsWork closely with Ops management to develop and implement action plans for quality improvementRequirementsNative level of FrenchWorking knowledge of English or Spanish is a mustExperience in Customer Support Operations and Quality Assurance is a plusStrong Analytical SkillsStrong Communication SkillsProfessional verbal and written communication skillsAbility to handle multiple tasks at a time and meet deadlinesTechnical expertise with spreadsheetsProficient PC skills (word and excel high level of knowledge is a must)Must be self-motivated, detail oriented, have the ability to accurately gather and document statisticsMust be effective and efficient working in a team environmentBenefitsFull-time contract, 39 hours/week. (Monday to Friday from 09.00 to 18.00)Competitive salaryPermanent ContractReferral Program: Bring a Friend and get a Referral fee (up to 2