Quality Analyst Portuguese

2 semanas atrás

Oeiras, Lisboa, Portugal Tech Mahindra Tempo inteiro

We're Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than associate providing Information Technology and Business Process Outsourcing Services.

We are looking for Portuguese speakers to join the Quality Team.

The primary objective of the Quality Analyst is to be a SME (Subject Matter Expert) for quality guidelines and review/rate various types of content, which could be audio, video, text, photos, and provide ratings on their individual judgements/decisions, restricted within the options being provided as per the task guidelines with written explanations to support their ratings and help improve raters quality over time

Main Responsibilities:

  • Monitor all interactions and ensures accuracy of the output
  • Coordinate and facilitates call calibration/training sessions for vendor QA partners
  • Train and certify new IQA/VQAs
  • Publish quality trends, feedback and improvement / enhancement reports
  • Deal tactfully and courteously with clients
  • Produce Quality reports and dashboards such as TNI, Pareto etc.
  • Drive process improvement and ensure process compliance
  • 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

Requirements:

● Excellent oral, written and interpersonal communication skills (Portuguese & English)

● 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

● Work accurately and with an eye for details

Our offer:

● Base salary above average

● Meal allowance (7,63€ per day worked, in meal card)

● Healthcare and Dental Insurance (since day one)

● Initial and continuous Training

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

Curious?

Regardless of whether you are a career changer * or an IT expert *: Apply now with your résumé and become part of the Tech Mahindra family - we look forward to seeing you

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.

Tipo de oferta: Integral/Full-time

Pagamento: De 1 400,00€ por mês

Benefícios:

  • Cartão/Ticket refeição
  • Formação Linguística Fornecida
  • Seguro saúde
  • Subsídio de transporte

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