Quality Evaluation Analyst

About Us

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.

We’re not just connecting people—we’re enabling companies and their employees to stay productive, informed, and competitive, wherever in the world they do business.

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, all to guarantee our customers receive world-class service, no matter where they are.

If you’re passionate about elevating customer experience, obsessed with details, and driven by data, this role is for you.

Key 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.

Requirements:

• 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, remote environment.

• Empathy, integrity, and a genuine passion for creating amazing customer experiences.

Benefits & Perks

• Remote Working: Our remote setup is flexible to support work-life balance, allowing you to integrate your professional and personal life seamlessly.

• Growth Environment: Opportunities to lead high-impact projects in a truly global team focused on psychological safety and autonomy.

• Self-development budget of € 500.

• Discounts on e-SIM for self, family/friends