German Quality Analyst - Lisbon

Speakitjobs; Lisboa; Híbrido; EUR 26 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work after 2 months

Relocation package

Private health insurance

Meal allowance

Language bonus

Paid training

Multicultural environment

Regular office hours

Resumo da oferta

Speakitjobs is hiring a Quality Analyst to monitor audits and CSR performance at our Sete Rios site in Lisbon. The role requires strong data analysis, German and English language skills, and a hybrid work arrangement after initial on-site onboarding.

The candidate will participate in calibrations, generate monthly reports, and help train new agents while ensuring adherence to security policies and client guidelines.

Qualificações

• Minimum 12 months as a Quality Analyst, Quality Specialist or QA Auditor.
• Strong data analysis skills.
• Detail oriented with excellent communication.
• Experience with audits and monitoring processes.
• German language mandatory; English advanced.
• Hybrid work arrangement with on-site Sete Rios Lisbon.

Responsabilidades

• Assess audits via data analysis and monitor CSR performance.
• Attend meetings with client supervisors and project leads to discuss outputs of monitoring.
• Provide feedback to training on monitoring issues.
• Prepare monthly quality reports and monitoring plans.
• Ensure compliance with security policies.

Conhecimentos

Data Analysis

Communication

Detail-Oriented

Time Management

Problem Solving

Diversity Awareness

Organizational Skills

Formação académica

Bachelor's degree or equivalent

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.

Requirements

• 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

Benefits

• 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.