Quality Analyst | Turkish

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

Resumo da oferta

Tech Mahindra in Portugal is seeking a Quality Analyst to monitor interactions and ensure accuracy of outputs. The role involves coordinating calibration and training sessions for vendor QA partners and certifying new IQA/VQAs in a multicultural, cross-functional setting.

The position requires strong communication, analytical skills, and 2+ years in QA or related customer service. Office-based in Oeiras with a fixed schedule and collaboration with client teams.

Qualificações

• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and strong analytical skills.
• Minimum 2 years in QA background; 6 months’ customer service experience in inbound/outbound programs.

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 reports.
• Deal tactfully with clients and drive quality initiatives.

Conhecimentos

Communication

Analytical skills

Customer service

Cross-functional teamwork

Ferramentas

Google Suite

Descrição da oferta de emprego

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:

• 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
• 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.