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Open nowPosted 509 days ago

German Quality Analyst - Lisbon

Workable (global search)109,826 open roles

Where
Lisbon, Portugal
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Your applicationOpen nowGerman Quality Analyst - LisbonWorkable (global search) · Lisbon, Portugal

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 2 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 509 days ago

Workable (global search) median: 2 days open

The posting

Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

Duties and Responsibilities:

  • Strong emphasis on assessing Audits via Data Analysis
  • Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
  • Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
  • Reports script problems or questions to appropriate areas
  • Assists clients in monitoring specific programs as needed
  • Communicates with supervisors on program changes, and communicates CSR actions to supervisors
  • for performance appraisals
  • Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
  • Provides relevant information for Monthly Quality Report.
  • Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
  • Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
  • Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies.

Requirements

  • Minimum – 12 month as a Quality Analyst, Quality Specialist or Quality Assurance Auditor.
  • Strong Data Analysis skills
  • Detail Oriented
  • Strong verbal and written communication skills
  • Good organization/time management skills
  • Ability to work with a variety of people from diverse backgrounds
  • Ability to make fair and consistent judgments and decisions
  • Ability to solve problems and offer suggestions
  • Ability to influence behavior
  • Effective project management
  • Ability to adhere to all organizational policies and procedures
  • Preferable college degree or related work experience
  • Requested Language: German - mandatory
  • English advanced level - mandatory
  • Qualifications - Other Availability to work 100% from Sete Rios site (for the first 2 months) – mandatory
  • Availability to work in a Hybrid model based on our Sete Rios site – mandatory
  • Availability to work Monday to Friday from 9h to 18h – mandatory

Benefits

  • Hybrid working model after 2 months onsite.
  • Location: Sete Rios site in Lisbon
  • Monthly performance bonuses.
  • Relocation package for candidates from abroad.
  • Private health insurance.
  • Meal allowance
  • Fixed language bonus
  • Paid training.
  • Multicultural work environment.
  • Regular office hours: Monday to Friday from 9 am to 6 pm.
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