Quality Analyst - Lisboa, Portugal - JUJUR
Descrição
Position:
Polish 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 Polish, 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:
- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential
- Monday-Friday schedule
- Relocation support
- Meal allowance
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