German Quality Analyst

2 semanas atrás


Lisboa, Portugal Recruit4Work S.L. Tempo inteiro

A Quality Analyst is responsible for assessing, monitoring, and improving the quality of products, services, or processes. They analyse data, identify issues, suggest improvements, and ensure that quality standards are met to enhance customer satisfaction and operational efficiency.

Tasks
- Perform sample reviews to monitor compliance with customer's requirements.
- Develop reports and dashboards to analyse 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, analyse 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**:

- C2 German in required language
- Fluency in English written and spoken ( C1 or C2 level)
- At least 1 year experience as QA, preferably on contact centre environment
- You are fluent in Norwegian 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



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