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Dutch Quality Analyst
2 semanas atrás
Tasks
- Perform sample reviews to monitor compliance with customer's requirements.
- Develop reports and dashboards to analyze performance, productivity, effectiveness, among others, of the team. Make recommendations to Management to improve inefficiencies.
- Participate in the development of quality monitoring forms, samples, quality standards and training.
- Track actions and their impact on the overall operation.
- Provide Support team management with regular feedback on employee performance.
- Coordinate with Training team to document and ensure adherence to policies, procedures and processes. Suggest changes as identified.
- Track, analyze and distribute KPIs on a daily, weekly and monthly basis to the management team.
- Escalate opportunities for growth.
- Calibrate constantly on audit review criteria to ensure the client’s and our operation’s understanding of the processes is the same.
- Carry on area’s metrics’ Performance Improvement Plans.
**Requirements**:
- At least 1 year experience as QA, preferably on contact center environment.
- You are fluent in Dutch and English
- You are used to working with KPI's and SLA’s
- Demonstrated capacity for critical thinking, analysis, and attention to detail;
- Strong work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment;
- Technologically savvy;
**Benefits**:
- Pleasant and inspiring working atmosphere
- Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
- Professional development and clear career path
- New office facilities in a convenient location in Lisbon
- Training & development opportunities
- Competitive salary & relocation allowance and assistance\*
- Free fruit, coffee, tea and water and a lot more
**Location**: Lisbon (Portugal)
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