(German) Quality Analyst (M/F)

(German) Quality Analyst (M/F)
Viseu
Viseu, Viseu District, Portugal

Job Description: Quality Analyst Video Streaming Platform

Location: Lisbon, Portugal

Schedule: Monday-Friday, Shifts and weekends (to be determined)

Role Overview

We are seeking a dedicated and
- oriented Quality Analyst to join our team. This role involves monitoring operational compliance, performing
- driven analyses, and driving improvements in quality and efficiency. The Quality Analyst will play a pivotal role in maintaining high standards across customer interactions and operational workflows, ensuring alignment with client requirements and internal policies.

Key Responsibilities

Quality Monitoring and Compliance

• Perform sample reviews to ensure compliance with customer and company requirements.
• Monitor calls, chats, and emails to maintain quality and consistency in messaging.
• Participate in calibrations with the client and internal teams to ensure shared understanding of audit criteria.
• Collaborate with the Training team to document policies, procedures, and processes, recommending changes as needed.

Data Analysis and Reporting

• Complete special projects and
  - hoc analyses involving large datasets and statistical methods to understand trends and operational results.
• Develop reports and dashboards to assess performance, productivity, and team effectiveness.
• Track, analyze, and distribute KPIs daily, weekly, and monthly to the management team.
• Provide actionable insights and recommendations to management for improving inefficiencies.

Performance Improvement and Feedback

• Provide regular feedback to support team management on employee performance.
• Suggest and carry out Performance Improvement Plans (PIPs) for areas requiring attention.
• Track the impact of implemented actions on overall operations.

Team Collaboration

• Participate in the development of quality monitoring forms, standards, and training materials.
• Coordinate with training teams to ensure adherence to established policies and procedures.
• Escalate growth opportunities and process gaps to management for resolution.

Mandatory Skills & Qualifications

• Previous experience in Quality Assurance or Quality Analysis (junior or senior profiles welcome).
• Strong understanding of root cause analysis and quality monitoring frameworks.
• Advanced skills in Microsoft Excel for data analysis, reporting, and dashboards.
• Excellent verbal and written communication skills.
• Proficiency in English (B2 level or higher).

Compensation & Benefits

• Base Salary: 18, 620 EUE per year.
• Language Bonus: 3, 780 EUR per year.
• Meal Allowance: 7. 63 EUR per workday (paid via meal card, net amount).
• Transportation Bonus: 720 EUR per year.
• Yearly Target Bonus: 5% of the yearly gross base salary.
• Other Benefits: Comprehensive Health Insurance, Life Insurance, and a Family Plan (spouse and children included).

Relocation Support (For candidates moving from outside Continental Portugal)

• Assistance with obtaining NIF and NISS.
• Support in finding housing tailored to candidate needs.
• 2, 000 gross relocation bonus (paid with the first payroll cycle).

Recruitment Process

1. Initial Screening.
2. WLA (Written Language Assessment).
3. Operations Round.
4. OLA (Online Language Assessment).
5. HR Interview.

Upcoming Start Dates:

• 20th January
• 17th February

Contract Type:

• 1-month training contract, followed by a 1-year
  - term contract (30-day probation period).

Join our dynamic and collaborative team, where your expertise and passion for quality assurance can make a real impact

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