German Quality Analyst - Lisbon

speakit; Lisboa; On-site; EUR 20,088 - 30,132; Full time

Benefits offered by this job

Monthly performance bonuses

Relocation package for candidates

Private health insurance

Meal allowance

Fixed language bonus

Paid training

Multicultural work environment

Job summary

A leading company in the customer experience sector seeks a Quality Analyst based in Lisbon. The role involves monitoring performance metrics, analyzing data, and supporting client programs. Ideal candidates will have strong analytical skills, fluency in German, and a detail-oriented approach. Competitive salary with bonuses and benefits such as private health insurance and a relocation package for eligible candidates.

Qualifications

• Minimum 12 months as a Quality Analyst or similar.
• Fluent in German and advanced level English required.
• Ability to work in a hybrid model after 2 months.

Responsibilities

• Assess Audits via Data Analysis and monitor CSR performance.
• Provide feedback for training based on monitoring outcomes.
• Prepare Monthly Quality Reports.

Skills

Data Analysis

Detail Oriented

Communication Skills

Time Management

Problem Solving

Project Management

Education

Preferable college degree

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: German - 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.