German Quality Analyst - Lisbon Lisboa

German Quality Analyst - Lisbon
Lisboa
Lisboa, Lisboa, Portugal

Description

The role of a Quality Analyst is to handle quality audits and build controls at various stages of the quality audit life cycle. QA will also be responsible for coming up with strategies, ideas which can help reviewers find a reference point in the business process and maintain the quality assurance standards of the client
The project involves moderation of content (text) based on policies for one of the Largest Technology giant.  Responsibilities
Conducting quality audits as per the target
Works closely with internal stakeholders 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 reviewers on new or changing Content Policies as well as "refresher" trainings on existing policies
Audits decision accuracy and actively reviews it to ensure consistency and alignment with client standards and policies
Manages investigations on 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 impact due to errors
Coach agents on the audit findings and market knowledge alignment
Able to adapt quickly to changes in workflow
Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
Recognize trends and patterns, and raise it to the product team
Comfortable communicating with all levels of management
Assure accuracy of audits and alignments across QAs
Use market specific knowledge and insights to spot and scope solutions to improve the support of user community

Requirements

Native or Proficient level of German language + B2 English
Experience within an audit or quality environment performing quality control and quality analysis, in BPO environment
Ability to work independently
Good reading and orals skills in the required language with understanding of local culture
Excellent communication (verbal and written) in English, including the ability to clearly communicate in a dynamic environment across all levels
Be organized and able to manage time and tasks efficiently
Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
Have a neutral mindset towards different content that needs classification, regardless of the content itself
Result-oriented,
- motivated, independent and inquisitive
Able to thrive in a
- paced and team oriented environment
Understanding of business processes, improvement methods and departmental policies and procedures
Interested in social media and current events and an understanding of the social space (trends, influencers, engagement, things to be cautious of, etc)

Offer

Relocation package (for illegible candidates moving to Lisbon from abroad)Training and development opportunities
Private health insurance including close family (Spouse + children free of charge)Life insurance
Child benefits such as Nursery Voucher and Student Voucher
Employee Assistant Program (EAP) to promote wellbeing of employee's (Health and
- being, Consumption and Real Estate, Financial Consulting, Documentation/"Dia platino" service)Discount membership and access various gyms across Portugal
Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO, In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily.

Conocimientos:Analytical Skills, Root Cause Analysis, Excellent Interpersonal Skills, Ms Excel, Excellent Written And Communication Skills, Excel, High Communicational And Organizational Skills, Effective Communication, Coaching, Coaching Skills, German, Fluent In German