Quality Analyst

1 semana atrás


Lisboa, Lisboa, Portugal JUJUR Tempo inteiro

Position:
German 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:

  • Minimum C1 German language level and B2 English
  • 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 crossfunctional teams/client facing
  • Ability to work accurately and with an eye for detail.

OFFER:

  • Lunch vouchers
  • Dynamic and creative team with a positive and friendly atmosphere
  • Guidance and tools to reach your full potential.

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