Quality Assurance Specialist

1 semana atrás


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

Company Overview

We are an American Fortune 500 multinational corporation providing IT services, including digital technology, consulting, and operations services. Our client values quality and excellence in all aspects of their business.

Salary and Benefits

The successful candidate can expect a basic salary of €22,400 gross per annum, with opportunities for performance-based bonuses and other benefits. These include full training, health insurance, life insurance, public transport reimbursement, a meal allowance, travel allowance/working from home allowance, and relocation support.

Job Description

We are seeking a highly motivated Quality Assurance Specialist to join our team in Lisbon, Portugal. As a key member of our operational team, you will be responsible for ensuring the quality of customer support by monitoring KPIs, providing feedback and coaching sessions, and conducting audits to identify areas for improvement. Your primary focus will be on mentoring agents to enhance their skills and knowledge, as well as developing process documentation and aggregating feedback about quality tools.

Key Responsibilities

  • Audit decision accuracy and review decision accuracy audits to ensure consistency and alignment with internal standards and policies.
  • Manage investigations of escalations of inaccurate decisions to understand root causes, especially in cases where policies are new or the content is ambiguous.
  • Mentor agents on the use of quality tools and systems.
  • Develop process documentation and aggregate feedback about the functionality of quality tools.

Requirements

To succeed in this role, you will need excellent communication skills in both German and English, previous experience working in a call centre, experience with Quality Assurance, ability to motivate and coach team members, strong Customer Service experience, good analytical skills, and a flexible attitude.

Why Join Us?

You will have the opportunity to be part of a rapidly expanding global organisation with a pleasant and inspiring working atmosphere. Our new office facilities are located in a convenient location in Lisbon, offering a comfortable and productive workspace. We offer full training to ensure your success in this role, as well as a range of benefits to support your well-being and career development.



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