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Quality Analyst Expert

1 semana atrás

Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

Job Overview:

The Quality Analyst Expert will play a crucial role in ensuring the quality and consistency of customer interactions across various channels. This involves monitoring calls, chats, and emails, identifying areas for improvement, and developing strategies to address them.

Responsibilities:

  • Conduct regular sample reviews to assess compliance with customer requirements
  • Collaborate with stakeholders to design and implement special projects and ad-hoc analyses
  • Develop actionable insights from data analysis, presenting findings to Management for informed decision-making
  • Design and maintain high-quality reports and dashboards to track team performance and effectiveness
  • Support the development of quality monitoring tools, including forms, samples, and standards
  • Monitor customer interactions to ensure consistency in messaging and quality
  • Deliver regular feedback to Support team management on employee performance
  • Cultivate strong relationships with the Training team to ensure adherence to policies and procedures
  • Analyze and distribute KPIs to inform business decisions
  • Identify opportunities for growth and escalation
  • Maintain up-to-date knowledge of audit review criteria to ensure alignment with client and operational expectations
  • Promote a culture of continuous improvement through Performance Improvement Plans