Quality Evaluation Analyst

About the Company

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support corporate and enterprise clients with seamless connectivity.

About the Role

As a Quality Assurance (QA) Analyst, you’ll analyze conversations across calls, chat and email to ensure that every interaction reflects Holafly’s customer-centric standards. You’ll evaluate quality, coach agents, and provide insights that drive continuous improvement to guarantee customers receive world-class service.

Responsibilities

• Review and evaluate customer interactions across chat, email, video and social media channels to ensure adherence to Holafly’s quality standards and protocols.
• Monitor agent performance using key metrics established in the operation.
• Monitor AI performance using key metrics established in the operation.
• Identify coaching opportunities and provide detailed feedback to agents and team leaders to improve performance and consistency.
• Calibrate quality evaluations with other QA Analysts and leaders to ensure fairness and alignment across the team.
• Create and escalate action plans with managers to improve performance of team members.
• Collaborate with Team Leaders, SMEs, and Trainers to identify common challenges and knowledge gaps.
• Propose process improvements and knowledge updates that enhance efficiency and customer satisfaction.
• Support the creation of best practices, tone guidelines, and examples of excellent interactions.
• Participate in QA calibration sessions, quality roundtables, and process audits.
• Track and analyze QA results, identifying trends and recurring issues that impact customer experience.
• Prepare weekly and monthly reports on quality performance, highlighting successes and opportunities for improvement.
• Share insights and recommendations with leadership to help refine training, tools, and operational workflows.
• Partner with the Product and Tech teams to relay customer pain points and feature-related feedback.

Qualifications

• 1–2 years of experience in Quality Assurance, Customer Support, or related roles (preferably in BPO, travel, or tech environments).
• Experience evaluating customer interactions (chat, email, calls, or tickets) using quality monitoring tools.
• Deep understanding of customer service performance metrics and quality frameworks.
• Excellent written and verbal communication skills in English; other languages (Spanish, French, or German) are a plus.
• Strong analytical and problem-solving skills, with high attention to detail.
• Familiarity with CRM or support platforms such as Zendesk, Intercom, or Gorgias.
• Proficiency in Google Workspace and/or Microsoft Office tools.
• Ability to work independently, manage priorities, and adapt quickly in a fast-paced environment.
• Empathy, integrity, and a genuine passion for creating amazing customer experiences.

Benefits

• Remote working: flexible remote setup to support work-life balance.
• Growth environment with opportunities to lead high-impact projects in a global team focused on psychological safety and autonomy.
• Self-development budget of €500.
• Discounts on e-SIM for self, family/friends.