Associate Quality Analyst

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 output
• Coordinates and facilitates call calibration/training sessions for vendor QA partners
• Trained and certify new IQA/VQAs
• Publishes quality trends, feedback and improvement / enhancement reports
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance
• Contribute to the development of the short- and long-term goals of the process
• Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
• Drive first call resolution and quality initiatives in the program

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

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