The Independent Quality Analyst will assure the Customer Service teams are in compliance with the company’s standards by monitoring calls, chats and emails, and create and analyze reports to generate actions. The primary objective is to assist management with discovering areas of improvement for processes and customer experience in the technical support teams.
Perform sample reviews to monitor compliance with customer's requirements.
Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and the application of statistical analysis in an effort to understand operational results and trends.
Develop reports and dashboards to analyze performance, productivity, effectiveness, among others, of the team. Make recommendations to Management to improve inefficiencies.
Participate in the development of quality monitoring forms, samples, quality standards and training.
Track actions and their impact on the overall operation.
Monitor calls, chats and emails to ensure quality and consistency in messaging.
Provide Support team management with regular feedback on employee performance.
Coordinate with Training team to document and ensure adherence to policies, procedures and processes. Suggest changes as identified.
Track, analyze and distribute KPIs on a daily, weekly and monthly basis to the management team.
Escalate opportunities for growth.
Calibrate constantly on audit review criteria to ensure the client’s and our operation’s understanding of the processes is the same.
Carry on area’s metrics’ Performance Improvement Plans.
At least 1 year experience as QA, preferably on contact center environment.
You are fluent in Dutch and English
You are used to working with KPI's and SLA’s
Demonstrated capacity for critical thinking, analysis, and attention to detail;
Strong work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment;
The ability to learn, retain and apply large amounts of product, process and policy information.
Pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
Professional development and clear career path
New office facilities in a convenient location in Lisbon
Training & development opportunities
Competitive salary & relocation allowance and assistance*
We ensure these values are the basis of our interaction with everyone; clients, candidates, suppliers and each other.
We are creative and solutions driven and don’t rely on existing methods. We are flexible, open to change and constantly question the status quo
We develop relationships with a view to forming successful and sustainable long term partnerships of mutual benefit.
We continually build upon our in-depth understanding of the disciplines and sectors in which we operate.
Recruit4.work will do more than just finding that absolute professional for you. We judge the person also at their personal and contactual abilities.
Will he/she fit within your organisation structure? Is he/she a real team player, will he/she show enough leadership to lead a larger unit, is it a real personality, and will he/she estimate that very special procedures characterizing your organisation?
A company specialized in recruitment and selection will take those aspects seriously in the profile.