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Quality Analyst with High Level of German

ID:
8454194
Data:
02-04-2020
Empresa:
Talent Search People
País:
Portugal
Distrito:
Lisboa
Categoria(s):
Comunicação e Media
Intervalo salarial:
Informação exclusiva JobMatch

Descrição da Empresa

TSP International is part of Talent Search People group specialised in the recruitment of international profiles located in Europe. We are proud to be a young, dynamic and multilingual team who believes in the positive effects of globalisation on the Labour Market.

Our growing team is composed of 25 passionate recruitment consultants from more than 10 different nationalities, who are 100% dedicated to support, advise, anticipate needs and establish long-lasting relationships with both our clients and candidates. Our consultants are specialised by type of profile on 3 main business units: IT & E-CommerceNative Speakers and Retail.

 

Registada há 3 anos no SAPO Emprego 156 ofertas anunciadas nos últimos 6 meses

Detalhe da Função

Organization
You will join an international company located in the center of Lisbon, very well connected with all the public transports (bus, train, metro) and you will be able to continue boosting your career. Creativity, Excellence and Respect are some of the main values of this company, known to be a long-term partner for customer engagement in a constantly changing world.


Function
This position offers you the opportunity to work alongside one of our high profile clients who specialize in
internet based searching and video sharing platforms. As a Quality Analyst you are responsible for the overall
quality performance of the operation by encouraging simplified and streamlined issue handling. You will be
accountable for the achievement of both external and internal quality metrics and will have a keen eye on
efficiency, continuous improvement in customer and client satisfaction.

You will be responsible for:

● Daily completion of quality reviews and appeal reviews
● Deliver quality feedback to the agents on completion of quality sample and appeal reviews
● Execute actions for individuals and/or team to maintain or improve SLA performance
● Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in
all locations
● Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
● Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
● Identify quality trends for the market/agents supported and develop corrective solutions
● Report bugs and continually check if bugs have been resolved
● Work with agents and colleagues to ensure enough grey area cases are reported
● Weekly catch ups with SME and Training teams to assess the current new hire training and identify if
amendments are required
● Develop PKT tests weekly or monthly and use results to conduct team refresher training or individual
feedback
● Conduct internal and external calibration exercises to ensure alignment within the internal team and the
client or other vendors
● Contribute to the innovation process by submitting new innovation ideas or process improvements
● Support additional workflow request from the client


Requirements
We are looking for a a professional with the following qualifications, experience and skills:

Experience
● Previous experience as a Quality Analyst or informal career path in a QA team (preferable)
● Previous experience in a backoffice role that required extreme organization and attention to detail (mandatory in case you don't have experience as a Quality Analist)
● Experience working within a customer focused environment

Qualifications
● High level of written and spoken German
● Fluent level of written and spoken English

Skills
● Ability to effectively and accurately communicate feedback
● Ability to impart positive and negative feedback in one to one group forums
● Excellent verbal and written communication skills
● Excellent technical aptitude including fluency in Excel reporting
● Proven ability to consistently meet or exceed performance related targets
● Strong analytical skills
● High attention to detail
● Positive can do attitude
● Solutions Orientated
● Initiative
● Collaboration
● Organisational commitment
● Customer Focus
● Organisation Planning
● Attention to detail
● Resilience Adaptability
● Creativity and Innovation

Others
● Already living in Portugal
● Having the required documentation to work in Portugal
● Immediate availability


Offer
● Comprehensive Benefits Package
● Quarterly performance bonus
● Health Insurance from the start
● Flexible schedule
● Access to Discount Schemes
● E learning access
● Paid Annual Leave
● Vibrant, multi-cultural environment
● Career Personal Development


Application
Joana Costa

Pesquise também por: quality analyst german english

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