French Quality Analyst

Company Description Konecta is a global leader in customer management business process outsourcing, with 109,000 employees supporting clients in 40 languages across 4 continents and 28 countries. The company delivers end-to-end customer management solutions, including acquisition, retention, customer service, technical support, and collection, all grounded in a sustainable business model. Its services are driven by strong expertise in customer experience, process management, digital solutions, and advanced technologies.

Headquartered in Madrid, Konecta generates approximately €2 billion in global revenue and partners with more than 500 clients, including major brands in telecoms, energy, banking, mobility, retail, and e-commerce.

Joining

Konecta means contributing to a diverse, international team focused on innovation and service excellence.

Role Description This full-time, on-site Quality Analyst role is based in Portugal.

The Quality

Analyst will monitor and evaluate customer interactions and operational processes to ensure adherence to quality standards and client requirements. Daily tasks include reviewing recorded calls or omnichannel contacts, assessing service performance against predefined metrics, and documenting quality findings in a structured format. The role involves preparing quality reports, identifying trends and root causes of performance gaps, and collaborating with operations and training teams to implement corrective and preventive actions.

The Quality

Analyst will also help quality frameworks, participate in calibration sessions, and support continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications

• Candidates should possess strong Analytical Skills, including the ability to interpret data, identify patterns, and draw actionable insights.
• Candidates should possess skills in Quality Control to monitor performance, review interactions, and verify compliance with defined standards.
• Candidates should possess expertise in Quality Assurance and Quality Management to design, maintain, and improve quality frameworks and processes.
• Candidates should possess effective Communication skills to provide clear feedback, collaborate with cross-functional teams, and report findings to stakeholders.
• Relevant experience in contact center, BPO, or customer operations environments is beneficial.
• Familiarity with quality monitoring tools, reporting dashboards, and performance metrics is an advantage.
• Strong attention to detail, organizational skills, and the ability to work in a structured, deadline-driven setting are desired.
• Proficiency in English and French
• Secondary education completed; post-secondary or university studies in business, operations, or related fields are an asset.