Quality Analyst | German

Tech Mahindra; Oeiras; Presencial; EUR 15 000 - 21 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Base salary above average

Meal allowance

Healthcare and Dental Insurance

Work from Office in Oeiras

Fixed schedule

6 months of contract

Resumo da oferta

Tech Mahindra in Portugal, Oeiras office, is seeking a QA Analyst to monitor interactions, coordinate training, and certify IQA/VQAs. You will publish quality trends and drive process improvements in a multicultural, client-facing environment.

The role requires strong communication, analytical skills, and at least 2 years in QA with inbound/outbound customer service experience. Work from office in Oeiras, fixed schedule, 6-month contract; meal allowance and health benefits included.

Qualificações

• Minimum of 2 years in QA background (preferable).
• At least 6 months relevant experience in customer service (inbound/outbound).
• Training background / skill will be an added advantage.

Responsabilidades

• Monitors all interactions and ensures accuracy of the output.
• Coordinates and facilitates call calibration / training sessions for vendor QA partners.
• Trained and certify new IQA / VQAs.
• Publishes quality trends, feedback and improvement / enhancement reports.
• Deal tactfully and courteously with clients.
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance.
• Contribute to the development of the short and long term goals of the process.
• Ensure quality / RCA alignment, and CSAT targets are met at all times (Vendor QA results).
• Drive first call resolution and quality initiatives in the program.

Conhecimentos

QA background

Excellent communication

Analytical skills

Google Suite

Multicultural work

Client facing

Ferramentas

Google Suite

Descrição da oferta de emprego

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

Responsibilities:

• Monitors all interactions and ensures accuracy of the output
• Coordinates and facilitates call calibration / training sessions for vendor QA partners
• Trained and certify new IQA / VQAs
• Publishes quality trends, feedback and improvement / enhancement reports
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance
• Contribute to the development of the short and long term goals of the process
• Ensure quality / RCA alignment, and CSAT targets are met at all times (Vendor QA results)
• Drive first call resolution and quality initiatives in the program

Qualifications:

• Excellent oral, written and interpersonal communication skills
• Exceptional listening and strong analytical skills
• Intermediate level of knowledge in Google suite
• Ability to work in a multicultural environment, and as part of cross-functional teams/client facing
• Works accurately and with an eye for details
• Minimum of 2 years in QA background (preferable)
• At least 6 months relevant experience is required in a customer service in an inbound and outbound programs
• Training background / skill will be an added advantage

• Base salary above average
• Meal allowance (9,13€ per day worked, in meal card)
• Healthcare and Dental Insurance (since day one)
• Work from Office in Oeiras
• Fixed schedule (Monday to Friday, Business Hours)
• 6 months of contract

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.