Quality Analyst

2 semanas atrás


Setúbal, Portugal Lyca Group Tempo inteiro

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 yearsof experience as a QA/Quality Analyst in a call centre (preferred);- Fluency inEnglish and Portuguese (spoken and written);- Strong analytical and problem-solving abilities with attention to detail;- Excellentverbal and written communication skills;- Ability todeliver feedback professionally and diplomatically;- Solid understanding of call centre KPIs (AHT, CSAT, FCR, QA Scores);- Proficiency with Quality Monitoring tools, CRM platforms, and MS Office Suite;- Ability towork 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;- Evaluateconversations for correct use of scripts, empathy, and problem-solving techniques;- Identifycritical errors impacting compliance or customer satisfaction;- Maintainquality scorecards and prepare regular performance reports;- Analyze trends, identify recurring gaps, and recommend improvements;- Provide constructive feedback to agents and support coaching sessions;- Ensure adherence to policies, data privacy, and SOPs;- Collaborate with Training and Operations to improve scripts, materials, and processes;- Participate incalibration sessions and support internal audits. What We Offer: - Salary: € 1.000/month + food allowance €7.25/day;- Full-timefromMonday to Friday, 9.30am to 6.30pm;- Fixed-termemployment contract (6 months), with the possibility of renewal;- Excellentopportunity for personal and professional development;- Work within a dynamic international team.


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