Swedish QA Analyst: Drive Quality & Customer Experience

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

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.