German Quality Analyst

A Quality Analyst is responsible for assessing monitoring and improving the quality of products services or processes. They analyse data identify issues suggest improvements and ensure that quality standards are met to enhance customer satisfaction and operational efficiency.

Tasks

• Perform sample reviews to monitor compliance with customers requirements.
• Complete special projects and adhoc 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 analyse performance productivity and 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 the Training team to document and ensure adherence to policies procedures and processes. Suggest changes as identified.
• Track analyse 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 clients and our operations understanding of the processes is the same.
• Carry on areas metrics Performance Improvement Plans.

Requirements

• Excellent level of German language
• Working proficiency in English
• At least 1 year experience as QA preferably in a contact centre environment
• You are used to working with KPIs and SLAs
• 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 teamoriented environment
• Technologically savvy
• The ability to learn retain and apply large amounts of product process and policy information

Benefits

• The pleasant and inspiring working atmosphere
• Opportunity to be part of a rapidly expanding global organization with an irreproachable reputation
• Professional development and a 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 water and a lot more

Location:

Santos Lisbon (Portugal)