Company : Arvato Services Portugal, Unipessoal, Lda.Requisition ID : 33200Job Title : Quality Analyst Portuguese SpeakingReporting to : Quality Team LeaderLocation : LisbonContract Type : 12 monthsOverall Job PurposeThis position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms.
The Quality Analyst is responsible for the overall quality performance of the centre, encouraging simplified and streamlined issue handling within Customer Service operations teams.
Successful candidates will be accountable for the achievement of both external and internal quality metrics with a keen eye on efficiency, continuously driving improvement in customer and client satisfaction.
Duties and ResponsibilitiesWork onsite with the client and operations teamsAnalyse written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures of the clientFollow strict criteria of analysis and templates to evaluate quality performanceProvide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfactionConsolidate quality metrics from all areas and prepare reports for management and the client, tracking trends and ensuring the realisation of action plansAnalyse processes and suggest improvements in quality criteria.
Evaluate and on-board improvement suggestions from other areasEnsure absolute consistency in measurement across the business and strive for objectivity and efficiencyWork against established SLAs and metrics and be evaluated by the degree of their achievementBuild relationships with key internal and external quality stakeholders.
Be able to negotiate and arrive to agreement on discussions around quality vs. productivity, considering all business needsGain and ensure excellent knowledge of system & processesSupport the training manager in developing new and refresher training material for processes & systemsEffectively communicate new or changed processes through coaching and feedbackProactively work with process mentors from both internal and external departmentsWork closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goalsRequired Qualifications & ExperienceFluency in written and spoken English plus Portuguese language is essentialExperience working within a customer focused environmentExcellent technology aptitude essential as key criteria for roleExperience in the quality analysis of interactions.
Ability to effectively and accurate communicate feedbackExcellent verbal and written communication skillsFluency in Excel reportingProven ability to consistently meet or exceed performance related targetsAttention to detailExcellent technical aptitudeAbility to impart positive and negative feedback in one to one & group forumsStrong analytical skillsPositive can do attitudeAbility to drive both team and individual performanceAbility to communicate with client and internal customer on multiple management levelCompetenciesSolutions OrientatedInitiativeCollaborationOrganisational commitmentCustomer FocusTeamworkOrganisation & PlanningResults OrientatedAttention to detailProblem Solving & Information GatheringResilience & AdaptabilityCreativity and InnovationWhat we offerVibrant, multi-
cultural city centre environmentCareer & Personal DevelopmentQuarterly performance bonusComprehensive Benefits PackageSubsidised Health InsuranceAccess to Discount SchemesE learning accessAbout MajorelAt Majorel, we create amazing customer experiences that people value and we are proud of.
By combining talent, data, and technology we deliver real impact for our partners.Our vision is to be our clients’ trusted long-
term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do.
This ensures success for our partners and allows us to thrive as one team.Majorel is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.About us : We are an international outsourcing service provider.
Every day, over 70,000 employees in more than 40 countries are at work helping our customers achieve success in the market.
We design and implement solutions for a wide variety of business processes throughout integrated service chains. Our services include everything from the preparation and distribution of printed materials and digital storage media to data management, customer care, CRM services, supply chain management, digital distribution, financial services and IT services.