Quality Analyst | Swedish

Tech Mahindra; Lisboa; Presencial; EUR 28 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal allowance

Healthcare and Dental Insurance

Office in Oeiras

Transport allowance

Fixed schedule

Resumo da oferta

Tech Mahindra in Portugal is seeking a Quality Analyst for our project in Lisbon area. You will monitor interactions, ensure output accuracy, and publish quality reports while driving process improvements.

The ideal candidate is Swedish native with fluent English, 2+ years QA experience, strong communication and analytical skills, and comfortable working with cross-functional teams in a multicultural environment.

Qualificações

• Minimum 2 years in QA background.
• 6 months' relevant customer service experience in inbound/outbound programs.
• Swedish native required and English fluent.
• Excellent listening and problem-solving abilities.

Responsabilidades

• Monitors interactions and ensures accuracy of output.
• Coordinates call calibration and training with vendor QA partners.
• Trains and certifies IQA/VQAs.
• Publishes quality trends and improvement reports.
• Deals tactfully with clients.
• Produces quality reports and dashboards (e.g., TNI, Pareto).
• Drives process improvement and ensures compliance.
• Contributes to short and long-term process goals.
• Ensures quality/RCA alignment and CSAT targets.
• Drives first call resolution and quality initiatives.

Conhecimentos

QA experience

Communication skills

Analytical thinking

Google Workspace

Multicultural teamwork

Ferramentas

Google Workspace

Descrição da oferta de emprego

Descrição do cargo

We're Tech Mahindra, a multinational Technology Company with 40 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

We are currently looking for a Quality Analyst to our project.

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

Requirements

• Swedish native
• English fluent
• Excellent oral, written and interpersonal communication skills
• Exceptional listening and strong analytical skills
• Effective problem solver
• 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
• 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

Our offer

• 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
• Transport allowance
• Fixed schedule (Monday to Friday, business hours)

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.