Quality Analyst | Swedish

Tech Mahindra; Setúbal; On-site; EUR 26,000 - 38,000; Full time

Benefits offered by this job

Meal allowance

Healthcare insurance

Dental insurance

Work from Office in Oeiras

Transport allowance

Fixed schedule

Job summary

Tech Mahindra is hiring a Quality Analyst for its project in Portugal. The role requires Swedish as a native language and strong communication, listening and analytical skills.

You will work in a multicultural, cross-functional environment, ensuring QA standards and customer satisfaction across inbound/outbound programs. Responsibilities include monitoring interactions, training vendor QA partners, certifying IQA/VQAs, and publishing quality dashboards.

Qualifications

• Swedish native
• 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
• At least 6 months' relevant experience in customer service in an inbound and outbound programs
• Training background/skill will be an added advantage

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

Skills

Interpersonal communication

Analytical skills

Listening skills

Attention to detail

QA experience

Customer service experience

Google Suite

Cross-functional teamwork

Multicultural environment

Job description

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
• 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
• 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.

Regardless of whether you are a career changer * or an IT expert *:

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.