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Quality Analyst
3 semanas atrás
Position: German Quality Analyst
Location: Lisbon, Portugal
Employment type: Full-time
Remuneration: Base salary.
**DUTIES AND RESPONSIBILITIES**:
- Monitor all interactions and ensures accuracy of the output
- Coordinate and facilitates call calibration/training sessions for vendor QA partners
- Train and certify new IQA/VQAs
- Publish quality trends, feedback and improvement / enhancement reports
- Deal tactfully and courteously with clients
- Produce Quality reports and dashboards such as TNI, Pareto etc.
- Drive process improvement and ensure process compliance
- Contribute to the development of the short and long term goals of the process
- Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
- Drive first call resolution and quality initiatives in the program.
**REQUIREMENTS**:
- Minimum C1 German language level and B2 English
- Minimum of 2 years in QA background
- At least 6 months’ relevant experience is required in a customer service in an inbound and outbound programs
- Training background/skill will be an added advantage
- Excellent oral, written and interpersonal communication skills
- Exceptional listening and strong analytical skills
- Effective problem solver
- Intermediate level of knowledge in Google suite
- Ability to work in a multicultural environment, and as part of cross-functional teams/client facing
- Ability to work accurately and with an eye for detail.
**OFFER**:
- Lunch vouchers
- Dynamic and creative team with a positive and friendly atmosphere
- Guidance and tools to reach your full potential.
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