French Quality Analyst

Konecta; Portugal; Presencial; EUR 21 000 - 32 000; Tempo integral

Resumo da oferta

Konecta in Portugal is seeking a dedicated Quality Analyst to monitor and evaluate customer interactions against quality standards. The role is full-time and on-site, focusing on review of calls and omnichannel communications to ensure client requirements are met.

You will produce quality reports, spot trends and root causes, and work with operations and training to deploy corrective actions and continuous improvements across the contact center.

Qualificações

• Strong analytical skills to interpret data and identify patterns.
• Proficiency in quality control to monitor performance and verify standards.
• Experience with quality assurance/management to improve processes.
• Clear, effective communication with cross-functional teams.
• Experience in contact center/BPO environments is beneficial.
• Familiarity with quality monitoring tools and dashboards.
• Fluency in English and French; high attention to detail.

Responsabilidades

• Monitor and evaluate customer interactions and processes against quality standards.
• Review recorded calls and omnichannel contacts for adherence to criteria.
• Prepare quality reports and identify trends and root causes of gaps.
• Collaborate with operations and training to implement improvements.
• Participate in calibration sessions and support continuous improvement.

Conhecimentos

Analytical skills

Quality control

Quality management

Communication skills

Attention to detail

English and French

Formação académica

Secondary education

Business/operations studies (asset)

Ferramentas

Quality monitoring tools

Reporting dashboards

Performance metrics

Descrição da oferta de emprego

Company Description

Konecta is a global leader in customer management business process outsourcing, with 109,000 employees supporting clients in 40 languages across 4 continents and 28 countries. The company delivers end-to-end customer management solutions, including acquisition, retention, customer service, technical support, and collection, all grounded in a sustainable business model. Its services are driven by strong expertise in customer experience, process management, digital solutions, and advanced technologies. Headquartered in Madrid, Konecta generates approximately €2 billion in global revenue and partners with more than 500 clients, including major brands in telecoms, energy, banking, mobility, retail, and e-commerce. Joining Konecta means contributing to a diverse, international team focused on innovation and service excellence.

Role Description

This full-time, on-site Quality Analyst role is based in Portugal. The Quality Analyst will monitor and evaluate customer interactions and operational processes to ensure adherence to quality standards and client requirements. Daily tasks include reviewing recorded calls or omnichannel contacts, assessing service performance against predefined metrics, and documenting quality findings in a structured format. The role involves preparing quality reports, identifying trends and root causes of performance gaps, and collaborating with operations and training teams to implement corrective and preventive actions. The Quality Analyst will also help refine quality frameworks, participate in calibration sessions, and support continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications

• Candidates should possess strong Analytical Skills, including the ability to interpret data, identify patterns, and draw actionable insights.
• Candidates should possess skills in Quality Control to monitor performance, review interactions, and verify compliance with defined standards.
• Candidates should possess expertise in Quality Assurance and Quality Management to design, maintain, and improve quality frameworks and processes.
• Candidates should possess effective Communication skills to provide clear feedback, collaborate with cross-functional teams, and report findings to stakeholders.
• Relevant experience in contact center, BPO, or customer operations environments is beneficial.
• Familiarity with quality monitoring tools, reporting dashboards, and performance metrics is an advantage.
• Strong attention to detail, organizational skills, and the ability to work in a structured, deadline-driven setting are desired.
• Proficiency in English and French
• Secondary education completed; post-secondary or university studies in business, operations, or related fields are an asset.