German Quality Analyst - Lisbon, Portugal Porto

German Quality Analyst - Lisbon, Portugal
Porto
Porto, Porto District, Portugal

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German Quality Analyst - Lisbon, Portugal, Porto

Client: Foundever

Location: Porto, Portugal

Job Category: Other

EU work permit required: Yes

Job Reference: cf3fc0991e22

Job Views: 2

Posted: 09. 05. 2025

Job Description:

We are looking for a German Quality Analyst to ensure that all external and internal requirements are met. You will be responsible for monitoring procedures and outputs and identifying mistakes or
- conformity issues.

As a Quality Analyst in this project, your daily responsibilities will include:

• Monitoring CSR’s performance daily by taping, listening to, reviewing, and evaluating calls.
• Providing appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts, with the aim to improve the service delivered to the caller (soft skills, product knowledge, systems skills).
• Attending and participating in meetings with supervisors and team managers/project leaders to discuss monitoring outputs.
• Reporting script problems or questions to appropriate areas.
• Assisting clients in monitoring specific programs as needed.
• Communicating with supervisors on program changes and CSR actions for performance appraisals.
• Creating and executing a monthly call monitoring plan, tracking achievements.
• Providing relevant information for the Monthly Quality Report.
• Giving feedback to the training department about issues arising from monitoring for new agent training.
• Acting as a CSR at least half a day per week to maintain experience.
• Participating in monthly calibration sessions to ensure scoring consistency.
• Understanding and complying with all company and client security policies.
• Ensuring team compliance with security policies, providing knowledge/awareness, and taking action on
  - compliance.

To succeed, you will need:

• Proficient or native German (C2) – mandatory
• Advanced English (C1-C2) skills, verbal and written
• Good organization and time management skills
• Ability to work with diverse backgrounds
• Fair and consistent judgment and
  - making skills
• Problem-solving and suggestion skills
• Influencing behavior
• Effective project management
• Adherence to organizational policies
• Constructive feedback skills for CSRs
• Organization, prioritization, multitasking skills
• Knowledge of effective scripting
• Experience in training and coaching techniques
• Logical, objective call assessment approach
• Ability to give positive, supportive feedback
• Proficiency with Microsoft Office applications
• Must hold EU citizenship or valid work permit for Portugal
• Willing to relocate to Lisbon, Portugal (on-site)

Education and experience

• Minimum 1 year in BPO or customer service
• At least one certified or completed professional education
• Competitive wages
• Paid professional training
• Private healthcare & dental insurance (after 6 months)
• Growth opportunities via development programs
• Company initiatives including wellness program
• Job stability
• Long-term skills and experience

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