Quality Analyst - Barcelona (ES/IT/EN)
“As a member of the Transcom Group, Forcontact combines its omnichannel customer experience expertise with the strength of a global leader. With operations in Spain, Croatia, Albania, and Kosovo, we share the same passion: being as committed to our clients as their own fans. That’s why some of the world’s most admired brands, from innovative fintechs to leading tech players, trust us to be the voice behind their success. Want to ensure top-quality customer service from Spain? For our Barcelona office (fully remote), we are looking for a Multilingual Quality Analyst to join several international projects with well-known brands. Immediate start and an opportunity to work with dynamic, multicultural teams. What we offer Full-time contract (39 hours/week), Operating hours: 09:00–18:00 Monthly gross salary €1,689.88 Fully remote position from Spain (residence in the province of Barcelona required) Competitive salary with potential bonuses Birthday gift card Referral bonuses for recommending candidates Loyalty program rewarding long-term service Opportunities to work with multiple premium brands and develop your skills Your day-to-day at Transcom Monitor and evaluate customer interactions (calls, emails, chats) to ensure quality standards are met and exceeded Analyze performance data and create actionable reports to improve individual and team results Provide structured feedback and conduct coaching sessions for Customer Service Representatives Participate in internal and client calibration sessions to ensure alignment on quality standards Identify trends and gaps and propose concrete action plans for improvement Promote best practices and foster a strong quality culture across teams Collaborate with Training & Quality Managers on performance improvement initiatives Ensure accurate and timely reporting according to company and client requirements What we are looking for? Minimum 1 year of experience as a Quality Analyst, ideally in a contact center environment Fluent in Italian and English (C1) and Spanish (B2 minimum) French is a strong plus Strong analytical skills with the ability to turn data into actionable insights Experience in quality monitoring, coaching, and feedback delivery Excellent communication skills and ability to influence stakeholders Comfortable working in a fast-paced, international environment Technical skills: advanced Excel skills, basic PowerPoint knowledge Experience with databases or reporting tools is a plus Important To be considered for this role, you must have the legal right to live and work in Spain. Transcom does not offer visa sponsorship. Life at Transcom At Transcom, we are committed—towards our clients and each other. Every day, we turn today’s potential into tomorrow’s skills, recognizing hard work, teamwork, and support. We champion positive and sustainable change within our teams and communities. Here, you are included from day one, exactly as you are. With the right mindset, there are no limits to what we can achieve together.