German Quality Analyst for Online Video Platform
Cognizant
Lisbon, Lisboa, Portugal
há 6 dias

Embrace the future!

Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a pilot of a new support line for one of these services - the best-loved video streaming website in the world.

You will be responsible for assuring the quality of this team, performing audits on the team’s tickets, figuring out weak points in the support given to customers and mentoring the team to improve their overall quality.

Responsibilities

  • Works closely with Quality Assurance Leaders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow
  • As new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the team’s current work.
  • Delivers on-spot training to auditors on new or changing Content Policies as well as refresher trainings on existing Content Policy
  • Audits decision accuracy and actively reviews decision accuracy audits to ensure consistency and alignment with internal standards and policies
  • Manages investigations of escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
  • Mentors’ agents on the use of quality tools and systems
  • Develops process documentation and aggregates feedback about the functionality of quality tools
  • Requirements

  • German Native Level (C2) and fluency in English (B2 / C1)
  • 2 Years relevant work experience in business process outsourcing company or comparable service environment
  • Preferably minimum of 1 year of experience within an audit or quality environment performing quality control and quality analysis
  • Able to adapt quickly to changes in workflows, such as updates in policies and guidelines
  • Excellent organizational skills and detail-oriented approach to problem solving
  • Excellent communication (verbal and written), including the ability to clearly communicate in a dynamic environment across all levels
  • Able to prioritize and manage tasks efficiently
  • Understanding of business processes and improvement methods
  • Understanding of departmental policies and procedures
  • Experience with confidential information collection and management (preferrable)
  • Strong Microsoft Excel knowledge (PivotTable, charts, statistical functions)
  • Offer

  • Competitive salary and various benefit packages (private health care including dental care, life insurance, language courses, and cafeteria benefits).
  • Opportunity to be part of a global organization with good practices focused on continuous development.
  • Open-minded and multinational environment.
  • Pleasant and inspiring working atmosphere.
  • Professional development and ambitious tasks
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