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Customer Service Quality Analyst

2 semanas atrás

Oeiras, Lisboa, Portugal Tech Mahindra Tempo inteiro

We're looking for highly skilled Quality Analysts to join our team at Tech Mahindra

As a Quality Analyst, you will play a crucial role in ensuring high-quality customer experiences through monitoring interactions and ensuring accuracy of the output.

Key responsibilities include coordinating call calibration/training sessions for vendor QA partners, training and certifying new IQA / VQAs, and publishing quality trends, feedback, and improvement/enhancement reports.

Main Responsibilities:
  • Monitor all interactions and ensure accuracy of the output.
  • Coordinate and facilitate call calibration/training sessions for vendor QA partners.
  • Train and certify new IQA / VQAs.
  • Publish quality trends, feedback, and improvement/enhancement reports.
  • Deal tactfully and courteously with clients.
  • Produce quality reports and dashboards such as TNI, Pareto, etc.
  • Drive process improvement and ensure process compliance.
  • Contribute to the development of the short- and long-term goals of the process.
  • Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results).
  • Drive first call resolution and quality initiatives in the program.
Requirements:
  • Excellent oral, written, and interpersonal communication skills (Turkish & English).
  • At least 6 months relevant experience in customer service (in inbound and outbound programs).
  • Exceptional listening and strong analytical skills.
  • Intermediate level of knowledge in Google suite.
  • Ability to work in a multicultural environment, and as part of cross-functional teams/client facing.
  • Work accurately and with an eye for details.
Why Choose Us:
  • A competitive base salary above average.
  • Meal allowance (9.13€ per day worked, in meal card).
  • Healthcare and dental insurance (since day one).
  • Initial and continuous training.

We're committed to creating a diverse and inclusive workplace where everyone has the opportunity to thrive.