Senior Quality Assurance Specialist

Há 10 horas


Porto, Porto, Portugal Minacs Tempo inteiro

Job Title: Senior Quality Assurance Specialist - German

Job Description: As a Senior Quality Assurance Specialist, you will be responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and provides insight to customers to contribute to program performance improvements. You will monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods, including chat and email. You will meet departmental productivity requirements and report results of evaluations to appropriate Business stakeholders. You will participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices. You will participate in internal quality audits designed to improve overall contact quality and recommend changes. You will maintain a strong program knowledge base and participate in quality task forces with Business stakeholders. You will contribute to maintaining forms and legends documents. You will support management focus on review of key drivers, metrics, and operational processes that drive Balanced Scorecards and count profitability goals.

Requirements: English (Required), German (Required)

Time Type: Full time



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