Quality Analyst – Call Centre

Quality Analyst – Call Centre
Lisboa
Lisboa, Lisboa, Portugal

About Us:

Lyca Mobile, a leading multinational telecommunications company, is expanding its team and is currently seeking a
- oriented Quality Analyst – Call Centre for Lisbon.

We are looking for individuals with the following qualifications and attributes:

• Bachelor’s degree (preferred) or equivalent work experience;

• 1-3 years of experience as a QA/Quality Analyst in a call centre (preferred);

• Fluency in English and Portuguese (spoken and written);

• Strong analytical and
- solving abilities with attention to detail;

• Excellent verbal and written communication skills;

• Ability to deliver feedback professionally and diplomatically;

• Solid understanding of call centre KPIs (AHT, CSAT, FCR, QA Scores);

• Proficiency with Quality Monitoring tools, CRM platforms, and MS Office Suite;

• Ability to work independently and manage multiple tasks simultaneously.

The Quality Analyst will have the following functions:

• Monitor calls, chats, and emails, ensuring compliance with quality standards and regulations;

• Evaluate conversations for correct use of scripts, empathy, and
- solving techniques;

• Identify critical errors impacting compliance or customer satisfaction;

• Maintain quality scorecards and prepare regular performance reports;

• Analyze trends, identify recurring gaps, and recommend improvements;

• Provide constructive feedback to agents and support coaching sessions;

• Ensure adherence to policies, data privacy, and SOPs;

• Collaborate with Training and Operations to improve scripts, materials, and processes;

• Participate in calibration sessions and support internal audits.

What We Offer:

• Salary: € 1. 000/month + food allowance €7. 25/day;

• Full-time from Monday to Friday, 9. 30am to 6. 30pm;

• Fixed-term employment contract (6 months), with the possibility of renewal;

• Excellent opportunity for personal and professional development;

• Work within a dynamic international team.