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.

Key Responsibilities

• 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.

Your profile

• 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;

• Technologically savvy;

• The ability to learn, retain and apply large amounts of product, process and policy information.

We offer

• 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*

• Free fruit, coffee, tea and water and a lot more!

Location

Lisbon (Portugal)