Dutch Quality Analyst - Lisbon

speakit; Lisboa; Hybrid; EUR 28,000 - 42,000; Full time

Benefits offered by this job

Monthly performance bonuses

Relocation package

Private health insurance

Meal allowance

Fixed language bonus

Paid training

Multicultural work environment

Job summary

A leading customer experience provider in Lisbon seeks a Quality Analyst. This position requires strong data analysis skills and 12 months of relevant experience. You will be responsible for monitoring call performances and providing valuable feedback for training. Fluency in Dutch and advanced English are mandatory. The role offers a hybrid working model after 2 months, along with bonuses and a multicultural environment.

Qualifications

• Minimum 12 months as a Quality Analyst, Quality Specialist or Quality Assurance Auditor.
• Ability to work with diverse people and make fair judgments.
• Fluency in Dutch and advanced English is mandatory.
• Ability to work with diverse teams and make fair judgments.
• Willing to relocate and work at Sete Rios site initially.

Responsibilities

• Assess audits via data analysis.
• Monitor CSR performance daily through calls.
• Provide feedback and reports regarding training and quality.
• Report script problems or questions to the appropriate areas.
• Provide feedback to training on monitoring issues for new agents.
• Participate in calibration sessions to align scoring and interpretation of calls.

Skills

Data Analysis skills

Verbal communication skills

Written communication skills

Organization skills

Time management skills

Education

Preferable college degree or related work experience

Job description

Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

Duties and Responsibilities:

• Strong emphasis on assessing Audits via Data Analysis
• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
• Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
• Reports script problems or questions to appropriate areas
• Assists clients in monitoring specific programs as needed
• Communicates with supervisors on program changes, and communicates CSR actions to supervisors
• for performance appraisals
• Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
• Provides relevant information for Monthly Quality Report.
• Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
• Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
• Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies.

• Minimum – 12 month as a Quality Analyst, Quality Specialist or Quality Assurance Auditor.
• Strong Data Analysis skills
• Detail Oriented
• Strong verbal and written communication skills
• Good organization/time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to influence behavior
• Effective project management
• Ability to adhere to all organizational policies and procedures
• Preferable college degree or related work experience
• Requested Language: Dutch - mandatory
• English advanced level - mandatory
• Qualifications - Other Availability to work 100% from Sete Rios site (for the first 2 months) – mandatory
• Availability to work in a Hybrid model based on our Sete Rios site – mandatory
• Availability to work Monday to Friday from 9h to 18h – mandatory

• Starting date: 26th May
• Hybrid working model after 2 months onsite.
• Location: Sete Rios site in Lisbon
• Monthly performance bonuses.
• Relocation package for candidates from abroad.
• Private health insurance.
• Meal allowance
• Fixed language bonus
• Paid training.
• Multicultural work environment.
• Regular office hours: Monday to Friday from 9 am to 6 pm.