Quality Analyst

Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

Duties and Responsibilities:

• Strong emphasis on assessing Audits via Data Analysis
• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
• Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
• Reports script problems or questions to appropriate areas
• Assists clients in monitoring specific programs as needed
• Communicates with supervisors on program changes, and communicates CSR actions to supervisors
• for performance appraisals
• Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
• Provides relevant information for Monthly Quality Report.
• Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
• Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
• Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies.

Requirements

• Minimum – 12 month as a Quality Analyst, Quality Specialist or Quality Assurance Auditor.
• Strong Data Analysis skills
• Detail Oriented
• Strong verbal and written communication skills
• Good organization/time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to influence behavior
• Effective project management
• Ability to adhere to all organizational policies and procedures
• Preferable college degree or related work experience
• Requested Language: German - mandatory
• English advanced level - mandatory
• Qualifications - Other   Availability to work 100% from Sete Rios site (for the first 2 months) – mandatory
• Availability to work in a Hybrid model based on our Sete Rios site – mandatory
• Availability to work Monday to Friday from 9h to 18h – mandatory

Benefits

• Hybrid working model after 2 months onsite.
• Location: Sete Rios site in Lisbon
• Monthly performance bonuses.
• Relocation package for candidates from abroad.
• Private health insurance.
• Meal allowance
• Fixed language bonus
• Paid training.
• Multicultural work environment.
• Regular office hours: Monday to Friday from 9 am to 6 pm.