Quality Analyst - Kaizen - Flemish Market Lisboa

Quality Analyst - Kaizen - Flemish Market
Lisboa
Lisboa, Lisboa, Portugal

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Quality Analyst - Kaizen - Flemish Market, Lisboa

Client: Concentrix

Location: Lisboa, Portugal

Job Category: Other

EU work permit required: Yes

Job Reference:

af96af88136d

Job Views:

4

Posted:

03. 07. 2025

Expiry Date:

17. 08. 2025

Job Description:

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e. g. email, chat) for accuracy and adherence to established quality standards. This position assists in assessing quality standards and providing insights to improve program performance.

• Monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods including chat and email, as a temporary or training assignment, aligned with the respective Agent CL11 of the respective account.
• Meet departmental productivity requirements (e. g. , number of calls monitored per month, number of emails evaluated) and report results to relevant stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
• Maintain a strong program knowledge base; basic understanding of client products, services, and program strategies.
• Participate in quality task forces with Business stakeholders; complete phone time to stay current on programs (as applicable).
• Contribute to maintaining forms and legends documents.
• Support management focus on reviewing key drivers, metrics, operational processes (including Training) that influence Balanced Scorecards and profitability goals.

Location: PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements: Dutch (Required)

Time Type: Full time