Quality Analyst

Há 2 dias

Lisboa, Portugal Tech Mahindra Tempo inteiro

We’re Tech Mahindra, a Multinational Technology Company with 30 years of experience and with more than 141.000 associates, providing Information Technology and Business Process Outsourcing Services.

We are looking for French speakers to join the Quality Team:
Main Responsibilities:

- Drive process improvement and ensure process compliance
- Coordinate and facilitate call calibration / training sessions for vendor QA partners
- Train and certify new IQA / VQAs
- Produce Quality reports and dashboards such as TNI, Pareto, etc.
- Publish quality trends, feedback and improvement / enhancement reports
- 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
- Deal tactfully and courteously with clients

**Requirements**:

- French Native
- English C1 (mandatory)
- 2 years in QA background (preferential)
- At least 6 months relevant experience in a customer service (in inbound and outbound programs)
- Exceptional listening and strong analytical skills
- Effective problem solver
- Intermediate level of knowledge in Google suite
- Ability to work in a multicultural environment, and as part of cross-functional teams / client facing
- Works accurately and with an eye for details
- Training background / skill will be an added advantage

Our offer:

- Base salary above average
- Meal allowance
- Health Insurance (since day 1)
- Initial and continuing Training

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

**Tipo de oferta**: Período Integral

**Benefícios**:

- Cartão/Ticket refeição
- Seguro saúde

Horário de trabalho:

- Turno de 8 horas

Remuneração suplementar:

- Décimo terceiro salário
- Subsídio de Natal

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