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Location: Lisbon Portugal
Role: Dutch speaking Quality Analyst
Salary: €21,440 gross p/a plus benefits
Hours of work: 40 hrs p/week rotational
Our client is an American, fortune 500 multinational corporation that provides IT services including digital technology, consulting, and operations services.
As a Quality Assurance Specialist you will be responsible for monitoring the quality of the customer support team to ensue they meet KPI's guidelines. Providing 1-2-1 feedback and coaching sessions to improve performance will be part of your daily tasks and responsibilities. In this role you will work closely with the operational team managers to ensure internal and external QA reporting are done in a timely manner. You will be responsible for assuring the quality of the 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. In this role you will also:
Audit 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
Mentor agents on the use of quality tools and systems
Develop process documentation and aggregates feedback about the functionality of quality tools
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