Italian Quality Analyst - Lisbon Lisboa

Italian Quality Analyst - Lisbon
Lisboa
Lisboa, Lisboa, Portugal

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Italian Quality Analyst - Lisbon, Lisboa

Client:

Speakit

Location:

Lisboa, Portugal

Job Category:

Other

Monthly Salary:

-

EU work permit required:

Yes

Job Views:

3

Posted:

16. 05. 2025

Expiry Date:

30. 06. 2025

Job Description:

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:

• Assess audits via data analysis with a strong emphasis
• Monitor CSR performance daily by listening, reviewing, and evaluating calls
• Participate in meetings with client supervisors and team managers to discuss monitoring outputs
• Report script problems or questions to relevant departments
• Assist clients in monitoring specific programs as needed
• Communicate with supervisors about program changes and CSR actions for 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 from monitoring for new agent training
• Participate in calibration sessions to ensure consistent scoring and call interpretation
• Understand and comply 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
• Detail-oriented
• Strong verbal and written communication skills
• Good organization and time management skills
• Ability to work with diverse backgrounds
• Fair and consistent judgment and
  - making skills
• Problem-solving and suggestion skills
• Ability to influence behavior
• Effective project management skills
• Adherence to organizational policies and procedures
• Preferably a college degree or related work experience
• Advanced level of English (mandatory)
• Availability to work 100% onsite at Sete Rios for the first 2 months (mandatory)
• Availability for hybrid work based on the Sete Rios site (mandatory)
• Work hours: Monday to Friday, 9 am to 6 pm (mandatory)

Additional benefits include monthly performance bonuses, relocation packages for candidates from abroad, private health insurance, fixed language bonus, paid training, a multicultural work environment, and a regular office schedule.