Quality Assurance Professional for Continuous Improvement

1 semana atrás


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

Job Summary

We are seeking a highly analytical and detail-oriented Quality Assurance professional to join our team. In this role, you will be responsible for ensuring the quality of our processes and procedures, identifying areas for improvement, and implementing corrective actions.

About the Role

As a Quality Assurance professional, you will work closely with cross-functional teams to identify and analyze performance issues, develop and implement process improvements, and ensure compliance with established standards and regulations.

Key Responsibilities:

  • Daily completion of quality reviews and appeal reviews;
  • Deliver quality feedback to agents on completion of quality sample and appeal reviews;
  • Execute actions for individuals and/or team to maintain or improve SLA performance;
  • Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead;
  • Identify quality trends for the market/agents supported and develop corrective solutions;
  • Report bugs and continually check if bugs have been resolved;
  • Work with agents and colleagues to ensure enough grey area cases are reported;
  • Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required;
  • Develop Product Knowledge Tests weekly and/or monthly and use results to conduct team refresher training or individual feedback.

Requirements

To succeed in this role, you should have:

  • Native written and verbal communication skills in English;
  • Google Workspace management;
  • Excellent written and verbal communication skills with the ability to deliver clear messages;
  • Strong attention to detail to ensure information is complete and accurate;
  • A strong understanding of quality assurance principles and practices;
  • Experience working in a fast-paced environment with multiple priorities;
  • Ability to work independently and as part of a team;
  • Proven problem-solving skills with attention to detail;
  • Good organizational and time management skills;
  • Estimated salary: €45,000 - €55,000 per year (depending on experience).

Benefits

We offer a competitive salary, excellent work-life balance, and opportunities for growth and development. Our benefits package includes:

  • Health Insurance;
  • Free language courses, sport activities, and organized events;
  • Free healthy meals in the cafeterias, such as soup, bread, salad, and fruit;
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • Investment in training and personal development.


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