Independent Quality Analyst
2 meses atrás
David Kennedy Recruitment is working with a leading multinational technology business that is looking to recruit a Dutch speaking Independent Quality Analyst for their offices in Lisbon.
Position: Independent Quality Analyst
Location: Lisbon, Portugal
Employment type: Full-time
Remuneration: Base salary.
**DUTIES AND RESPONSIBILITIES**:
- Perform sample reviews to monitor compliance with customer's requirements
- Develop reports and dashboards to analyse performance, productivity and effectiveness. Make recommendations 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. Escalate opportunities for growth
- Provide support team management with regular feedback on employee performance. Document and ensure adherence to policies, procedures and processes
- Track, analyse and distribute KPIs to the management team
- 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**:
- Native/fluent in Dutch, both oral and written. Fluent in English (at least B2 level)
- Previous experience in Quality/Contact Center is preferred, excellent customer experience
- Solid knowledge of Google tools (Spreadsheets, Slides, Docs, etc.)
- Excellent communication, interpersonal and presentation skills (both oral and written)
- Ability to provide feedback and point out areas of improvement
- Detail-oriented with a self-motivated mindset.
**BENEFITS**:
- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Relocation support
- Guidance and tools to reach your full potential.
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