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Quality Analyst – Call Centre

Há 1 mês

Lisbon, Portugal Lyca Group Tempo inteiro

About Us:

Lyca Mobile, a leading multinational telecommunications company, is expanding its team and is currently seeking a detail-oriented Quality Analyst – Call Centre for Lisbon.

We are looking for individuals with the following qualifications and attributes:

- Bachelor's degree (preferred) or equivalent work experience;

- 1-3 years of experience as a QA/Quality Analyst in a call centre (preferred);

- Fluency in English and Portuguese (spoken and written);

- Strong analytical and problem-solving abilities with attention to detail;

- Excellent verbaland written communication skills;

- Ability to deliver feedback professionally and diplomatically;

- Solid understanding of call centre KPIs (AHT, CSAT, FCR, QA Scores);

- Proficiency withQuality Monitoring tools, CRM platforms, and MS Office Suite;

- Ability to work independently and manage multiple tasks simultaneously.

The Quality Analyst will have the following functions:

- Monitor calls, chats, and emails, ensuring compliance with quality standards and regulations;

- Evaluate conversations for correct use of scripts, empathy, and problem-solving techniques;

- Identify critical errors impacting compliance or customer satisfaction;

- Maintain qualityscorecards and prepare regular performance reports;

- Analyze trends, identify recurring gaps, and recommend improvements;

- Provide constructive feedback to agents and support coaching sessions;

- Ensure adherenceto policies, data privacy, and SOPs;

- Collaborate withTraining and Operations to improve scripts, materials, and processes;

- Participate in calibration sessions and support internal audits.

What We Offer:

- Salary: € 1.000/month + food allowance €7.25/day;

- Full-time from Monday to Friday, 9.30am to 6.30pm;

- Fixed-term employment contract (6 months), with the possibility of renewal;

- Excellent opportunity for personal and professional development;

- Work within a dynamic international team.