Profiles Ciberseguridad
Long-term contract
Full-time
Competitive salary
You will join an international company located in the center of Lisbon, very well connected with all the public transports (bus, train, metro) and you will be able to continue boosting your career. Creativity, Excellence and Respect are some of the main values of this company, known to be a long-term partner for customer engagement in a constantly changing world.
As a Quality analyst your main function will be the overall quality performance of the operation by encouraging simplified and streamlined issue handling. You will be accountable for the achievement of both external and internal quality metrics and will have a keen eye on efficiency, continuous improvement in customer and client satisfaction.
During your day to day:
- You will be in charge of the daily completion of quality reviews and appeal reviews
- You will deliver quality feedback to the agents on completion of quality sample and appeal reviews
- You will execute actions for individuals and/or team to maintain or improve SLA performance
- You will participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
- You will conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
- You will identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
- You will identify quality trends for the market/agents supported and develop corrective solutions
- You will report bugs and continually check if bugs have been resolved
- You will work with agents and colleagues to ensure enough grey area cases are reported
- You will weekly catch ups with SME and Training teams to assess the current new hire training and identify if
amendments are required
- You will develop PKT tests weekly or monthly and use results to conduct team refresher training or individual
feedback
- You will conduct internal and external calibration exercises to ensure alignment within the internal team and the
client or other vendors
- You will contribute to the innovation process by submitting new innovation ideas or process improvements
- You will support additional workflow request from the client
We are the person we are looking for if:
- You have previous experience as a Quality Analyst or in a backoffice role that required extreme organization and attention to detail
- You have experience working within a customer focused environment
- You have a high level of written and spoken German
- You are fluent in English
- You are able to effectively and accurately communicate feedback
- You are able to impart positive and negative feedback in one to one group forums
- You have excellent verbal and written communication skills
- You have excellent technical aptitude including fluency in Excel reporting
- You have proven ability to consistently meet or exceed performance related targets
- You have strong analytical skills
- You have high attention to detail
- You have a positive can do attitude
- You are solutions orientated
- You have initiative
- You are collaborative
- You have organisational commitment
- You are customer Focus
- You like organisation and planning
- You have attention to detail
- You are resilient and Adaptable
- You have creativity and innovation
- You will have a comprehensive benefits package
- You will have a quarterly performance bonus
- You will have health insurance from the start
- You will have a flexible schedule
- You will have access to discount schemes
- You will have e learning access
- You will have a paid annual leave
- You will work in a vibrant, multi-cultural environment
- You will invest in a career and personal development with possibilities of growth
