Quality Analyst

1 semana atrás


Oeiras, Lisboa, Portugal Manning Global Tempo inteiro
Our client, a global service provider, is recruiting for a Quality Analyst to join their business in Portugal.

Position Title

Quality Analyst

Position Type

  • Full time
    Start Date
  • ASAP
    Location
  • Oeiras, Portugal
    Contact:
  • Hemavathi Mathadmani |
    Responsibilities:
  • Monitors all interactions and ensures accuracy of the output
  • Coordinates and facilitates call calibration/training sessions for vendor QA partners
  • Trained and certify new IQA/VQAs
  • Publishes 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

Skillset:

  • Exceptional listening and strong analytical skills.
  • Effective problem solver
  • Ability to work in a multicultural environment, and as part of crossfunctional teams/client facing
  • Works accurately and with an eye for details.

Requirements:

  • 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- German/ Italian language at a fluent level

  • For more details contact:
  • Quoting reference:


PT_MGHM_QA_14177
  • Or call
- _ Hemavathi _ on:

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  • Please note:_ _ _
- _- _

  • If you are working for the client we are representing, but have confirmation you are leaving a permanent or contract position, please discuss this with us, so we can discuss representation with you._
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