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2 meses atrás
In collaboration, we are partnered with a renowned tech BPO company to find a Quality Analyst for their contact center teams. The main goal of the Quality Assurance Analyst is to serve as an expert in quality standards. This involves assessing various content types such as audio, video, text, and photos, assigning ratings based on predetermined options, and justifying these ratings in writing. The aim is to refine the quality of assessments over time.
Location: Lisbon, Portugal
Employment type: Full-time
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES:
Act as the go-to person for quality guidelines, ensuring adherence and consistency across all tasks
Review and rate diverse content types, including audio, video, text, and photos, in line with task guidelines
Provide thorough, written explanations to support your ratings and enhance overall rater quality
Participate in calibration sessions with the team and stakeholders, following the direction of the team lead
Conduct peer audits as part of the quality process and assist in training initiatives when needed
Collaborate with team members to share insights and best practices, driving continuous improvement
Manage multiple assignments independently, balancing various tasks with minimal guidance
Assist the team lead or manager during the interview process for future hires
Ensure all tasks meet key performance indicators (KPIs) to prevent any business impact
Work concurrently on multiple customer projects, consistently meeting or exceeding client expectations.
REQUIREMENTS:
Native/fluent in Japanese both verbal and written. Fluent in English (minimum B2 level)
Ability to take on a job in Portugal without any legal support (EU citizenship or residence card in Portugal)
University degree would be an advantage but is not required
Computer literate & comfortable using G Suite, particularly Google Sheets
Highly detail-oriented with a rigorous and analytical approach
Excellent verbal and written communication skills, with the ability to present reasoning in a clear, concise, and logical manner
Willingness/ability to work flexible shifts. Strong sense of logic and sound decision-making abilities. Work schedule: shift rotation, Monday to Friday, 08:00 AM to 8:00 PM. 40 hours of work per week (2 days off).
OFFER:
Lunch vouchers 7.63 EUR per day
100 EUR transportation allowance or company shuttle
Health and dental insurance
Above-average base salary (x 14 months)
Dynamic and creative team with a positive and friendly atmosphere
Guidance and tools to reach your full potential.
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