David Kennedy Recruitment partnered with a renowned tech BPO company to find a Quality Analyst for their contact center teams.Position: Quality AnalystLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salary.DUTIES AND 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:
Native/fluent in German (C1), with strong written and oral skills, as well as proficiency in English (at least B2)
Minimum of 2 years in QA background
At least 6 months’ relevant experience is required in a customer service in an inbound and outbound programs
Training background/skill will be an added advantage
Excellent oral, written and interpersonal communication skills
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
Ability to work accurately and with an eye for detail.
OFFER:
Lunch vouchers 7,63 EUR per day
100 EUR transportation allowance or company shuttle
Health insurance
Office near Oeiras
Dynamic and creative team with a positive and friendly atmosphere
Guidance and tools to reach career potential.
Our company delivers exceptional recruitment services on a global scale, presenting an innovative approach that connects candidates and clients seamlessly.
