German-Speaking Quality Analyst Video Streaming Platform
Há 6 dias
Job Description: Quality Analyst Video Streaming Platform
Location: Lisbon , Portugal
Schedule: Monday-Friday, Shifts and weekends (to be determined)
We are seeking a dedicated and detail-oriented Quality Analyst to join our team. This role involves monitoring operational compliance, performing data-driven analyses, and driving improvements in quality and efficiency. The Quality Analyst will play a pivotal role in maintaining high standards across customer interactions and operational workflows, ensuring alignment with client requirements and internal policies.
Key ResponsibilitiesQuality Monitoring and Compliance
- Perform sample reviews to ensure compliance with customer and company requirements.
- Monitor calls, chats, and emails to maintain quality and consistency in messaging.
- Participate in calibrations with the client and internal teams to ensure shared understanding of audit criteria.
- Collaborate with the Training team to document policies, procedures, and processes, recommending changes as needed.
- Complete special projects and ad-hoc analyses involving large datasets and statistical methods to understand trends and operational results.
- Develop reports and dashboards to assess performance, productivity, and team effectiveness.
- Track, analyze, and distribute KPIs daily, weekly, and monthly to the management team.
- Provide actionable insights and recommendations to management for improving inefficiencies.
- Provide regular feedback to support team management on employee performance.
- Suggest and carry out Performance Improvement Plans (PIPs) for areas requiring attention.
- Track the impact of implemented actions on overall operations.
- Participate in the development of quality monitoring forms, standards, and training materials.
- Coordinate with training teams to ensure adherence to established policies and procedures.
- Escalate growth opportunities and process gaps to management for resolution.
- Previous experience in Quality Assurance or Quality Analysis (junior or senior profiles welcome).
- Strong understanding of root cause analysis and quality monitoring frameworks.
- Advanced skills in Microsoft Excel for data analysis, reporting, and dashboards.
- Excellent verbal and written communication skills.
- Proficiency in English (B2 level or higher).
- Base Salary: 18,620 EUE per year.
- Language Bonus: 3,780 EUR per year.
- Meal Allowance: 7.63 EUR per workday (paid via meal card, net amount).
- Transportation Bonus: 720 EUR per year.
- Yearly Target Bonus: 5% of the yearly gross base salary.
- Other Benefits: Comprehensive Health Insurance, Life Insurance, and a Family Plan (spouse and children included).
- Assistance with obtaining NIF and NISS.
- Support in finding housing tailored to candidate needs.
- 2,000 gross relocation bonus (paid with the first payroll cycle).
- Initial Screening.
- WLA (Written Language Assessment).
- Operations Round.
- OLA (Online Language Assessment).
- HR Interview.
Upcoming Start Dates:
- 20th January
- 17th February
Contract Type:
- 1-month training contract, followed by a 1-year fixed-term contract (30-day probation period).
Join our dynamic and collaborative team, where your expertise and passion for quality assurance can make a real impact
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