Quality Analyst - Spanish Lang · Noida

Mount Talent Consulting is hiring a Quality Analyst proficient in the Spanish language to audit customer interactions, assess compliance standards, and maintain quality benchmarks across operations.

Key Responsibilities

• Monitor and evaluate Spanish-language voice and non-voice customer interactions against standard quality metrics.
• Identify process deviations, communication errors, and compliance risks in customer correspondence.
• Conduct root cause analysis on customer escalations and recurring quality errors.
• Provide actionable, constructive feedback to team members to drive individual and team performance.
• Maintain comprehensive audit logs, scoring rubrics, and detailed evaluation reports.
• Collaborate with operations and training teams to address skill gaps and process changes.
• Ensure adherence to client-specific compliance, data security, and confidentiality guidelines.
• Participate in regular calibration sessions with internal and external stakeholders to standardize scoring.
• Track quality score trends and prepare weekly and monthly reporting dashboards.
• Recommend process improvement initiatives to enhance customer satisfaction and workflow efficiency.
• Assist in developing training modules and standard operating procedure (SOP) documentation.