Quality Analyst - Lisboa, Portugal - Connections

Connections
Connections
Empresa verificada
Lisboa, Portugal

há 3 semanas

João Santos

Postado por:

João Santos

Recrutador de beBee
Descrição

The primary objective is to assist management with discovering areas of improvement for processes and customer experience in the technical support teams.


Benefits:


  • Competitive salary + Language Bonus + Performance Bonus.
  • Transportation allowance.
  • Meal allowance.
  • Health care.
  • Others.

Key Responsibilities:


  • Perform sample reviews to monitor compliance with customer's requirements.
  • Develop reports and dashboards to analyze performance, productivity, effectiveness, among others, of the team.
  • Make recommendations to management to improve inefficiencies.
  • Participate in the development of quality monitoring forms, samples, quality standards and training.
  • Track actions and their impact on the overall operation.
  • Provide support team management with regular feedback on employee performance.
  • Coordinate with Training team to document and ensure adherence to policies, procedures and processes.
  • Suggest changes as identified.
  • Track, analyze and distribute KPIs on a daily, weekly and monthly basis to the management team.
  • Escalate opportunities for growth.
  • Calibrate constantly on audit review criteria to ensure the client's and our operation's understanding of theprocesses is the same.
  • Carry on area's metrics' Performance Improvement Plans.

Requirements and Qualifications:


  • Native or fluent level of Dutch or German language, and fluency in English.
  • Previous experience in Quality/ Contact Center.
  • Excellent written and verbal communication.
  • Excellent communicator with great interpersonal and presentation skills.
  • Excellent customer experience.
  • Knowledge in Google tools: Spreadsheets, Slides, Docs, etc.
Capable of providing feedback, pointing out areas of improvement.

  • Attention to detail.

What we offer:


  • Pleasant and inspiring working atmosphere.
  • Opportunity to be part of a rapidly expanding global organization.
  • New office facilities in a convenient location in Lisbon.
  • Training & development opportunities.

Salary: 17,000.00€ - 20,000.00€ per year
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