Languages
English
German
Information

Teleperformance Portugal

Customer Service

1 year

Project/Service based

Indefinite

To negotiate

Full-time

1

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German Quality Analyst (m/f) – Lisbon

Portugal » Lisbon

Company
Teleperformance Portugal
Description

The Dedicated Quality Analyst will be a single point of contact in terms of Quality for its market working closely with the Client, the Trainer, the Supervisors and the other QA’s.

With a very strong product knowledge, this QA should be on the ground all the time, with eyes fully open identifying any improvement opportunities and building reports on the teams results.

 

Main Responsibilities:

  • Monitoring all contacts (essentially emails) between agents and customers;
  • Identifying and suggesting improvement opportunities;
  • Ensuring the success of preventive and corrective actions;
  • Promoting actions to optimize the achievement of Key Performance Indicators;
  • Providing one-to-one coaching to Agents (aligned with the Supervisors) and identifying training needs with the Trainer.
Requirements
  • Native German speakers (mandatory);
  • Fluency in English (mandatory);
  • Experience in Quality Analyses/Audits;
  • Experience in Contact Center environment;
  • Excellent written, verbal and customer service skills;
  • Excellent organizational skills and detail-oriented approach to problem solving;
  • Experience in a Health or Life Science field is a plus.
Offer
  • Excellent work opportunity in a dynamic leading multinational company;
  • Possibility of cooperation with leaders in various industries;
  • Stable work and career progression;
  • Investment in training and personal development;
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • Health Insurance;
  • Young, dynamic and multicultural environment;
  • Possibility to live in one of our apartments;*
  • Initial flight expenses refund;*
  • Annually complementary return flight to your home country (within Europe);*
  • Free Portuguese language courses, sport activities and organized events.

*Only applicable to foreign candidates.

Information

Customer Service

1 year

Project/Service based

Indefinite

To negotiate

Full-time

1

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