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DESCRIPTION
Workster is partnering with a renowned tech BPO company to find a talented German-Speaker Quality Analyst for their contact center teams. This position is based in Lisbon, Portugal.
Your Role:
- Monitor all interactions and ensure accuracy of the output.
- Coordinate and facilitate call calibration/training sessions for vendor QA partners.
- Train and certify new IQA/VQAs.
- Publish 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 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.
Your Qualifications:
- Native/fluent in German (C1), with strong written and oral skills, and proficiency in English (at least B2).
- Minimum of 2 years in a QA background.
- At least 6 months’ relevant experience in customer service (inbound and outbound programs).
- Training background/skills are an added advantage.
- Excellent oral, written, and interpersonal communication skills.
- 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.
- Strong attention to detail and accuracy in work.
The Offer:
- Great base salary of €1,650 x14 months.
- Meal allowance of €9.13/day.
- Transportation allowance or company shuttle.
- Health insurance.
- Office located near Oeiras (Rua Quinta do Quintã, 4, Building 52, Quinta da Fonte, Paço de Arcos, Oeiras).
- Dynamic and creative team with a positive and friendly atmosphere.
- Guidance and tools to help you reach your career potential.
- 1-year contract with the opportunity for growth.
- Work shift: Monday to Friday, 9 AM to 6 PM.
Location:
This position is based in Lisbon, and candidates must be willing to commute daily to the office in Oeiras. We are looking for individuals who are based in Lisbon or willing to relocate.
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