Business Process Quality Specialist
3 semanas atrás
The role of a Business Process Quality Specialist at Buscojobs Portugal involves ensuring Customer Service teams adhere to company standards by monitoring calls, chats, and emails. The specialist will generate reports to identify areas for improvement in processes and customer experience within technical support teams.
Key Responsibilities- Conduct sample reviews to monitor compliance with customer requirements.
- Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and the application of statistical analysis.
- Develop reports and dashboards to analyze team performance, productivity, effectiveness, among others. Make recommendations to Management to improve inefficiencies.
- Participate in the development of quality monitoring forms, samples, quality standards, and training.
- Track actions and their impact on the overall operation.
- Monitor calls, chats, and emails to ensure quality and consistency in messaging.
- Provide Support team management with regular feedback on employee performance.
- Coordinate with Training team to document and ensure adherence to policies, procedures, and processes. Suggest changes as identified.
- Track, analyze, and distribute KPIs on a daily, weekly, and monthly basis to the management team.
- Escalate opportunities for growth.
This is a full-time position offering a competitive salary between €45,000 - €60,000 annually, depending on location and experience. Additional benefits include relocation assistance for international candidates and professional development opportunities.
Requirements- Fluency in Dutch (at least C2 level, ideally native)
- B2 level of English
- Availability to work in shifts and weekends
- Excellent communication and interpersonal skills
- Quick learner and adaptable to learn new processes, concepts, and skills
- Excellent organizational and time management skills
- Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
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