Quality Analyst in Lisbon (Portugal)

Where: Lisbon (Portugal)

Extent of Work: Full Time

Click here to apply in English

Duties and Responsibilities

  • Work onsite with the client and operations teams
  • Analyse written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures of the client
  • Follow strict criteria of analysis and templates to evaluate quality performance
  • Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction
  • Consolidate quality metrics from all areas and prepare reports for management and the client, tracking trends and ensuring the realisation of action plans
  • Analyse processes and suggest improvements in quality criteria. Evaluate and on-board improvement suggestions from other areas
  • Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency
  • Work against established SLAs and metrics and be evaluated by the degree of their achievement
  • Build relationships with key internal and external quality stakeholders. Be able to negotiate and arrive to agreement on discussions around quality vs. productivity, considering all business needs
  • Gain and ensure excellent knowledge of system & processes
  • Support the training manager in developing new and refresher training material for processes & systems
  • Effectively communicate new or changed processes through coaching and feedback
  • Proactively work with process mentors from both internal and external departments
  • Work closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goals

Required Qualifications & Experience

  • Fluency in written and spoken English plus Arabic language is essential
  • Experience working within a customer focused environment
  • Excellent technology aptitude essential as key criteria for role
  • Experience in the quality analysis of interactions. Ability to effectively and accurate communicate feedback
  • Excellent verbal and written communication skills
  • Fluency in Excel reporting
  • Proven ability to consistently meet or exceed performance related targets
  • Attention to detail
  • Excellent technical aptitude
  • Ability to impart positive and negative feedback in one to one & group forums
  • Strong analytical skills
  • Positive can do attitude
  • Ability to drive both team and individual performance
  • Ability to communicate with client and internal customer on multiple management level

Competencies

  • Solutions Orientated
  • Initiative
  • Collaboration
  • Organisational commitment
  • Customer Focus
  • Teamwork
  • Organisation & Planning
  • Results Orientated
  • Attention to detail
  • Problem Solving & Information Gathering
  • Resilience & Adaptability
  • Creativity and Innovation

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