Dutch Quality Analyst

3 semanas atrás

Lisboa, Portugal Talingual Tempo inteiro

Our client is an American, fortune 500 multinational corporation that provides IT services including digital technology, consulting, and operations services.
The Role The Quality Analyst will assure the Customer Service teams are in compliance with the company's standards by monitoring calls, chats and emails, and create and analyze reports to generate actions. They assist management with discovering areas of improvement for processes and customer experience in the technical support teams. Recently, they have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a pilot of a new support line for one of these services - the best-loved video streaming website in the world.
Responsibilities You will be responsible for assuring the quality of this team, performing audits on the team's tickets, figuring out weak points in the support given to customers and mentoring the team to improve their overall quality. In this role you will:
Work closely with Quality Assurance Leaders to aggregate, prioritise, and report top issues impacting decision accuracy for its market and workflow
As new Content Policies are developed and prototyped, provide details to local teams around the impact of the policy change on the team's current work
Deliver "on-spot" training to auditors on new or changing Content Policies as well as "refresher" trainings on existing Content Policy
Audit decision accuracy and actively reviews decision accuracy audits to ensure consistency and alignment with internal standards and policies
Manages investigations of escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
Mentor agents on the use of quality tools and systems
Develop process documentation and aggregates feedback about the functionality of quality tools
Requirements Fluent Dutch and English 
Previous experience in a QA or coaching role in a BPO environment
Able to adapt quickly to changes in workflows, such as updates in policies and guidelines
Excellent organisational skills and detail-oriented approach to problem solving
Excellent communication (verbal and written), including the ability to clearly communicate in a dynamic environment across all levels
Able to prioritise and manage tasks efficiently
Understanding of business processes and improvement methods
Understanding of departmental policies and procedures
Experience with confidential information collection and management (preferable)
Strong Microsoft Excel knowledge (PivotTable, charts, statistical functions)
Offer: Pleasant and inspiring working atmosphere Opportunity to be part of a rapidly expanding global organisation New office facilities in a convenient location in Lisbon Full training Health insurance Life insurance is also provided Public transport reimbursement €21,440 salary gross p/a, based on relevant experience 6% performance bonus €60 per month travel allowance/working from home allowance €7.63 per working day meal allowance €2000 relocation support (paid along with first salary) Recruitment Process The recruitment processes are done remotely via phone and video conferencing.
About Talingual As a job-seeker you can benefit from Talingual's extensive experience - we have successfully placed thousands of candidates in new roles across Europe and we have all previously been in your position as an international job-seeker. We work with leading international employers who offer compelling employment opportunities in a wide variety of roles and locations. We add value to your job search by reviewing your CV, identifying your strengths as a candidate, discussing your preferences with you, preparing you for interviews, and providing relocation advice. You can expect your Talingual recruiter to provide you with honest and clear guidance in a friendly and supportive way. See more at talingual.com
About Company Talingual is a specialist multilingual recruitment agency. We find language talent for our clients across Europe, the Middle East, Africa and Asia. We work closely with our candidates to ensure they are well informed and prepared to transition into their new roles.
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