Quality Analyst for Mathem Project- Swedish Speaker
3 semanas atrás
**Location**
- Lisbon, Portugal**Language**
- Swedish***
**Description**:
**Why joining us**
Do you want to live a rewarding career, on behalf of the world’s most exciting brands? Join our multicultural team and make a real impact on our client’s business every day. We're bringing on board a Quality Analyst to provide great customer support, maintaining quality & improving performance every day. If you love helping others and have a natural curiosity, we are a perfect match. Grow with us, show off your skills, build your career path, and enjoy every moment in a people-focused global company
**What you’ll be doing at Webhelp**
As a** **Swedish-Speaking Quality Analyst for Mathem project**, you will:
- Acquire and update knowledge of our client’s products and support offerings on an ongoing basis
- Acquire and update knowledge of all our client’s tools and associated call flow processes including Customer & Partner Advocacy
- Provide improvements of individual and team performance for Quality and Customer Satisfaction (CSAT) metrics through conducting Transaction Monitoring, Coaching and Feedback
- Provide Quality reports inclusive of Program Level and Agent Level findings with action plans to drive improvement
- Conduct re-audit monitoring on coaches (when required)
- Conduct Calibration sessions with Clients and/or Internal personnel
- Identify CSAT gaps and input into strategies required to address the issues
- Organize interactions with Operations, Training and QA team in identifying broad-based CSAT challenges
- Train New Hires, Team Leads/Team Managers on Quality standards
- Evaluate daily key performance indicators (KPI) and develop improvement needs
- Be responsible and accountable for comprehensive regular QoS / CSAT analysis
- Inspire, manage, and motivate your team to innovate and make a difference
- Enhance the goal of quality support by providing individual coaching feedback sessions to the direct reports and weekly one on ones that focus on improving customer satisfaction
**We are looking for**:
- **Fluency in Swedish (C1/C2) and good level of English**:
- Minimum 2 years of experience and familiarity with different QA methods
- Experience in working in a general CRM environment.
- Strong Reporting skills using Microsoft Office tools
- Excellent verbal, written and interpersonal communication skills
**What we offer you**:
- Strong compensation package (14 monthly payments per year plus bonus)
- Monthly meal allowance paid in voucher card (net)
- Private Health Insurance (after 6 months)
- Personal and career development programs and mentoring to develop skills
- Possibility to participate in a growing multicultural Project
- Flexible Schedule from Monday to Saturday
- Work in a diverse environment with people from over 75 nationalities
- Benefit from our modern amenities, many discounts in local businesses, free medical appointments at the office, sports and social responsibility activities, internal parties and much more
- We promote inter-company mobility to work at any of our sites around the world
- Relocation package and accommodation guaranteed (for 12 months)
- Workplace**:Work on-site in Lisbon, Portugal**
“I have been working at Webhelp for almost 4 years. During this time, I have learned a lot and have been able to grow in the company. I have met many valuable people along the way and have grown a lot personally and professionally. Every morning I wake up happy because I really like the work I do and the people I work with, I am grateful for that.” -**Lucia Vasquez - Quality Analyst**
**If this sounds like you, join us**
**Webhelp **is an equal-opportunity employer.
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