David Kennedy Recruitment partnered with a renowned tech BPO company to find a Quality Analyst for their contact center teams.

Position: Quality Analyst

Location: Lisbon, Portugal

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Monitor all interactions and ensures accuracy of the output
• Coordinate and facilitates call calibration/training sessions for vendor QA partners
• Train and certify new IQA/VQAs
• Publish quality trends, feedback and improvement / enhancement reports
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance
• Contribute to the development of the short and long term goals of the process
• Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
• Drive first call resolution and quality initiatives in the program.

REQUIREMENTS:

• Native/fluent in German (C1), with strong written and oral skills, as well as proficiency in English (at least B2)
• Minimum of 2 years in QA background
• At least 6 months’ relevant experience is required in a customer service in an inbound and outbound programs
• Training background/skill will be an added advantage
• Excellent oral, written and interpersonal communication skills
• Exceptional listening and strong analytical skills
• Effective problem solver
• Intermediate level of knowledge in Google suite
• Ability to work in a multicultural environment, and as part of cross-functional teams/client facing
• Ability to work accurately and with an eye for detail.

OFFER:

• Lunch vouchers 7,63 EUR per day
• 100 EUR transportation allowance or company shuttle
• Health insurance
• Office near Oeiras
• Dynamic and creative team with a positive and friendly atmosphere
• Guidance and tools to reach career potential.