Quality Analyst Ads – German speaker LISBON Lisboa

Quality Analyst Ads – German speaker LISBON
Lisboa
Lisboa, Portugal

The Quality Analyst (QA) is responsible for monitoring transactions between CSR´s and Customers (Voice, Email, Chat, Click-to-Call) to identify and suggest opportunities for improvement needs in the projects in order to help Teleperformance meet our client’s expectations concerning CSR´s and project performance.

What you'll do

• Findings identification that allows the improvement of CSR and operational results;
• Performs monitoring, autonomously and impartially, according to project requirements to objectively evaluate processes compliance;
• Apply BEST QA Requirements;
• Identify risks in the projects and suggest ways of internal control to mitigate the associated risks;
• Identify potential fraud and security related issues: short calls, authentication, tools, sales, referrals;
• Provide valuable information about the project to the Business Quality Analyst (BQA);
• Reporting of nonconforming situations;
• Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);
• Communicate to leadership any known infractions of these Corporate Policies and procedures immediately;
• May perform other duties as requested not specifically addressed in this document.

What you'll need

• Fluency in written and spoken German is essential for this role;
• At least two years on contact center and shared services and/or related industries;
• Higher Education Degree (preferential);
• Google Workspace management;
• Excellent written and verbal communication skills with the ability to deliver clear messages;
• Strong attention to detail to ensure information is complete and accurate.

Teleperformance Portugal

Teleperformance Portugal is one of the 25 best companies to work for in Europe. This recognition was assigned by Great Place to Work Institute. TP was also distinguished as Best and Largest exporter and Best Contributor to Employment in Portugal, by Exame magazine! With more than 12, 000 employees, from 111 nationalities, our team provides services in 35 languages. We are a multicultural, highly skilled, and deeply knowledgeable team. Teleperformance Portugal has a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market. Whoever you are, wherever you are from, join us and find your place at Teleperformance Portugal.

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