German Quality Analyst - Lisbon

speakit; Lisboa; Presencial; EUR 20 088 - 30 132; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Monthly performance bonuses

Relocation package for candidates

Private health insurance

Meal allowance

Fixed language bonus

Paid training

Multicultural work environment

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

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

Conhecimentos

Data Analysis

Detail Oriented

Communication Skills

Time Management

Problem Solving

Project Management

Formação académica

Preferable college degree

Descrição da oferta de emprego

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.