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Quality Assurance Specialist

Há 1 mês

Porto, Porto, Portugal Michael Page Tempo inteiro
Quality Assurance Specialist

Our client is a multinational company with a dynamic Customer Service hub known worldwide. We are seeking a Quality Assurance Specialist to join our team and contribute to the reinforcement of our Quality Assurance team.

Key Responsibilities:

  • Identify findings that allow the improvement of CSR and operational results;
  • Apply BEST QA Requirements;
  • Identify risks in projects and suggest ways of internal control to mitigate associated risks;
  • Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals;
  • Provide valuable information about the project to the Business Quality Analyst (BQA);
  • Delivery productivity;
  • Identify training needs;
  • Reporting of nonconforming situations;
  • Participation in calibration sessions;
  • End Customers support through calls (inbound and outbound) and other channels (chat, e-mail, click to call, back office...);
  • Be a true team member of the group - focused on the success of the company;
  • Interaction with other departments in order to improve and maximize results;
  • Be an active part in the processes of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions);
  • Ensure all processes, procedures, and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GECSP - Global Essential Compliance, Information Security Policies, HR, etc.;
  • Communicate to leadership any known infractions of these Corporate Policies and procedures immediately.

Requirements:

  • Bachelor degree or Graduate (preferably);
  • +2 years' experience in Contact Center - preferred;
  • Jump Program (preferential in case of an internal promotion);
  • Fluency in English and German or Greek;
  • Training to be given: BEST QA Training; Other BEST Processes or TOPS - preferred; Six Sigma Yellow Belt.

A great opportunity for professional growth