Customer Experience Analyst

Our client is an international leader in customer experience (CX), working with well-known global brands. Their solutions, technology, and expertise are designed to support business needs and create seamless customer interactions across different markets.

As a Customer Experience Analyst, you will be responsible for monitoring customer interactions, analyzing performance data, and ensuring that service standards are consistently met. This role combines analytical thinking with strong communication skills, making it ideal for someone who enjoys both numbers and people development.

Key Responsibilities

• Review and evaluate customer interactions to identify strengths and areas of improvement.
• Analyze data and provide actionable insights on performance.
• Collaborate with supervisors, managers, and training teams to drive quality improvements.
• Develop monitoring plans and ensure consistent follow-up.
• Participate in calibration sessions to align quality evaluation standards.
• Provide feedback that supports the ongoing development of agents and teams.

Ensure compliance with internal processes and client requirements.

Requirements

• Previous experience in a quality assurance or auditing role.
• Strong analytical and problem-solving skills.
• Detail-oriented with excellent organizational abilities.
• Strong written and verbal communication skills.
• Advanced knowledge of German (mandatory) and good command of English.
• Ability to work on-site in Lisbon during the initial training period, then move into a hybrid model.

Benefits

• Hybrid working model after training period.
• Relocation package for candidates moving to Portugal.
• Health insurance and other benefits. 
• Meal allowance and performance bonuses.
• Paid training and ongoing professional development.
• Multicultural and supportive work environment.