Quality Analyst - Lisboa, Portugal - JUJUR

JUJUR

Empresa verificada

Lisboa, Portugal

há 1 semana

Postado por:

João Santos

Recrutador de beBee

Descrição

Position:
Quality Analyst (Customer Care)

Location:
Lisbon, Portugal

Employment type:
Full-time

Remuneration:
Base salary

DUTIES AND RESPONSIBILITIES:

Create sample reviews to check compliance with client's queries
Participate in specific projects and conduct various adhoc analyses upon request
Produce reports & dashboards to review performance, productivity, efficiency of the team as well as other areas.
Provide recommendations to the management team to help them improve lower performance areas
Help developing quality monitoring forms, samples, quality standards & training
Monitor actions & their impact on all our operations
Inform the management support team about employee performance on a regular basis
Collaborate closely with the training team to register and guarantee compliance with policies, procedures & processes as well as recommend changes when needed
Monitor, review and assign KPIs to the management team on a daily, weekly and monthly basis
Raise any potential opportunities for growth
Continuously align both our understanding of processes and the one of our partner's by developing a consistent audit review criteria
Develop and roll out area's metrics' Performance Improvement Plans

REQUIREMENTS:

Fluent in English and Swedish, both oral and written
Previous experience working as a Quality analyst, ideally within a contact centre environment (BPO)
Excellent communication and presentation delivery skills
Ability to display great interpersonal skills and to build lasting work relationships
Previous experience in customer care is preferred
Full proficiency with Google tools such as Spreadsheets, Slides, Docs, etc.
Ability to provide constructive feedback as well as identify and highlight areas of improvement
Strong attention to detail

BENEFITS: