Dutch Quality Analyst - Lisbon

Dutch Quality Analyst - Lisbon
Lisboa
Lisboa, Lisboa, Portugal

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
- 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:

• Assessments through Data Analysis with a strong emphasis on audits
• Monitor CSR performance daily by taping, listening to, reviewing, and evaluating calls
• Participate in meetings with Client supervisors and Team Managers / Project Leaders to discuss monitoring outputs
• Report script problems or questions to relevant departments
• Assist clients in monitoring specific programs as needed
• Communicate with supervisors regarding program changes and CSR actions
• Conduct performance appraisals
• Develop and execute monthly call monitoring plans, tracking achievements
• Contribute relevant information for the Monthly Quality Report
• Provide feedback to the training department on issues identified during monitoring to improve new agent training
• Participate in calibration sessions to ensure consistent scoring and call interpretation among QARs
• Ensure compliance with all company and client security policies

Minimum Requirements:

• At least 12 months of experience as a Quality Analyst, Quality Specialist, or Quality Assurance Auditor
• Strong Data Analysis skills
• Detail-oriented approach
• Excellent verbal and written communication skills
• Good organization and time management skills
• Ability to work effectively with diverse backgrounds
• Fair and consistent judgment and
  - making abilities
• Problem-solving skills and proactive suggestions
• Ability to influence behavior
• Effective project management skills
• Adherence to organizational policies and procedures
• Preferably a college degree or related work experience
• Language requirements: Dutch (mandatory), English (advanced level, mandatory)
• Availability to work 100% onsite at Sete Rios for the first 2 months (mandatory)
• Willingness to work in a hybrid model
  - onboarding (mandatory)
• Availability to work Monday to Friday, from 9h to 18h (mandatory)

Additional Details:

• Starting date: 26th May
• Hybrid working model after initial onsite period
• Location: Sete Rios site in Lisbon
• Monthly performance bonuses
• Relocation package for international candidates
• Private health insurance
• Meal allowance
• Fixed language bonus
• Paid training
• Multicultural work environment
• Regular office hours: Monday to Friday, 9 am to 6 pm