Report & Quality Analyst (F/m/d)

Há 5 dias

Lisboa, Portugal Sunrise Communications Tempo inteiro

Lisbon - Portugal

Main responsabilities
- Identifying and communicating front line quality improvements and follow-up on them
- Managing and implementing front line feedback
- Responsible for recurrent NPS (Net Promoter Score) monitoring, diagnosis, and improvement initiatives
- Managing a wide list of transversal initiatives and tools with impact on the NPS
- Regular interface with the customer service team located in the headquarter
- Ensure / improve short and long-term process quality to achieve company goals
- Investigation of root-causes & quot;
- impacts on process and front-line performance
- Front line processes evaluation, re-design, and improvement
- KPI Reporting to support Management

Requirements & competences
- Analytical approach to problems
- Perceptive eye for improvements
- Discerning of metrics that need improvement
- Diligent about rapid changes in the business
- In-depth understanding of the business
- Exceptional communication skills
- Empathy
- Curiosity to investigate issues your agents witness
- Motivational to agents
- Coaching skills
- C1 English required

Italian or French or German would be highly valued

With our attractive approach to **work life-balance**, we want to become one of the most pleasant workplaces in Lisbon, where **flexibility** and **trust **form the foundation of a successful co-operation and where each employee’s individual work and life situations are given due consideration.

At **Sunrise UPC Portugal**, you will work in a dynamic and international environment where your commitment will make the greatest achievements possible, which will allow you to access a wide range of opportunities for further development.

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