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Quality Analyst – Call Centre
3 semanas atrás
About Us: Lyca Mobile, a leading multinational telecommunications company, is expanding its team and is currently seeking a detail-oriented Quality Analyst – Call Centre for Lisbon. We are looking for individuals with the following qualifications and attributes: - Bachelor’s degree (preferred) or equivalent work experience; - 1-3 years of experience as a QA/Quality Analyst in a call centre (preferred); - Fluency in English and Portuguese (spoken and written); - Strong analytical and problem-solving abilities with attention to detail; - Excellent verbaland written communication skills; - Ability to deliver feedback professionally and diplomatically; - Solid understanding of call centre KPIs (AHT, CSAT, FCR, QA Scores); - Proficiency withQuality Monitoring tools, CRM platforms, and MS Office Suite; - Ability to work independently and manage multiple tasks simultaneously. The Quality Analyst will have the following functions: - Monitor calls, chats, and emails, ensuring compliance with quality standards and regulations; - Evaluate conversations for correct use of scripts, empathy, and problem-solving techniques; - Identify critical errors impacting compliance or customer satisfaction; - Maintain qualityscorecards and prepare regular performance reports; - Analyze trends, identify recurring gaps, and recommend improvements; - Provide constructive feedback to agents and support coaching sessions; - Ensure adherenceto policies, data privacy, and SOPs; - Collaborate withTraining and Operations to improve scripts, materials, and processes; - Participate in calibration sessions and support internal audits. What We Offer: - Salary: € 1.000/month + food allowance €7.25/day; - Full-time from Monday to Friday, 9.30am to 6.30pm; - Fixed-term employment contract (6 months), with the possibility of renewal; - Excellent opportunity for personal and professional development; - Work within a dynamic international team.
