Associate Quality Analyst

Job description:

Description

The primary objective of the Quality Analyst is to be a SME (Subject Matter Expert) for quality guidelines and review/rate various types of content, which could be audio, video, text, photos, and provide ratings on their individual judgements/decisions, restricted within the options being provided as per the task guidelines with written explanations to support their ratings and help improve raters quality over time .Roles & Responsibilities : Monitors all interactions and ensures accuracy of the outputCoordinates and facilitates call calibration/training sessions for vendor QA partnersTrained and certify new IQA/VQAsPublishes quality trends, feedback and improvement / enhancement reportsDeal tactfully and courteously with clientsProduce Quality reports and dashboards such as TNI, Pareto etc.Drive process improvement and ensure process complianceContribute to the development of the short- and long-term goals of the processEnsure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)Drive first call resolution and quality initiatives in the program

Requirements

Excellent oral, written and interpersonal communication skills.(Italian & English)Exceptional listening and strong analytical skills.Effective problem solverIntermediate level of knowledge in Google suite.Ability to work in a multicultural environment, and as part of cross-functional teams/client facingWorks accurately and with an eye for details.100% work from office - Oeiras - Quinta da fonteQuality Analyst backgroundAt least 6 months relevant experience is required in a customer service in an inbound and outbound programsTraining background/skill will be an added advantage

Offer

Meal Allowance - € 9,13 (per working day)Health InsuranceTransport Allowance or Bus up Shuttle Services