Quality Expert Customer Care

Há 7 dias


Lisboa, Lisboa, Portugal Randstad Ii - Prestação De Serviços, Limitada Tempo inteiro

Temos para ti uma oportunidade para representar uma prestigiada instituição, com mais de 30 anos, que desenvolve as suas atividades no âmbito da divulgação de informação relativa ao consumo de produtos e serviços.

Estamos à procura de um Quality Expert para integrar a equipa de Customer Care e garantir a excelência no atendimento ao cliente.
Esta função é essencial para assegurar que os processos, interações e experiências dos clientes estejam alinhados com os padrões de qualidade e com a missão da empresa.

Responsabilidades ChaveDesenvolver e implementar critérios de qualidade para as interações de atendimento ao clienteMonitorizar chamadas, e-mails, chats e outros contactosSessões de coaching, formação e desenvolvimentoAcompanhar KPIs de qualidade e satisfação do cliente, incluindo NPS (Net Promoter Score) e Customer SatisfactionGerir e executar auditorias de qualidadeAnalisar dados de qualidade, identificar tendências e propor melhorias nos processosCompetênciasExperiência obrigatória em contact center, gestão de qualidade, auditorias e liderança de equipas de primeira linhaExperiência com Salesforce ou outro CRM de referênciaBons conhecimentos de inglêsConhecimento de ferramentas de monitorização de qualidade e metodologias de avaliaçãoBons conhecimentos de Excel e Power BI (valorizado)Principais BenefíciosOportunidades de crescimento e desenvolvimento profissionalVencimento base >1800€ + pacote de benefícios atrativo38h semanaisFolgas: fim-de-semanaRegime de trabalho: híbridoContrato direto com o clienteA Randstad tem a missão de se tornar a empresa mais equitativa e especializada de talentos a nível mundial e, por isso, reiteramos que damos as boas-vindas a pessoas com as mais diversas capacidades e experiências.
Assumimos o compromisso de garantir que o nosso processo de recrutamento e contratação satisfaça as necessidades de todas as pessoas.

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