Quality Analyst Lisboa

Quality Analyst
Lisboa
Lisboa, Lisboa, Portugal

Job Title: German Quality Analyst

Location: Lisbon, Portugal

Company Overview

Cross Border Talents has been connecting top candidates with global opportunities since 2014. We specialize in bridging digital skills gaps with our international team of recruiters and
-
-
- art algorithms. With operations in over ten EU countries and a portfolio of 1, 000+ job openings each month, we are committed to enhancing the world of work. Recently awarded three Seals of Excellence by the European Commission, we aim to elevate our candidates' experiences by placing them in cities renowned for their quality of life.

Job Description

We are seeking a Quality Analyst for a Video Streaming Platform project. The ideal candidate will ensure customer service compliance by creating and analyzing reports and providing insights to management for continuous improvement.

Responsibilities

1. Conduct sample reviews to ensure alignment with customer requirements.
2. Complete special projects and conduct
   - hoc analyses utilizing statistical methods to interpret operational metrics and trends.
3. Develop and maintain reports and dashboards to track team performance and productivity.
4. Offer recommendations to improve operational inefficiencies.
5. Participate in developing quality monitoring forms, standards, and training.
6. Regularly monitor calls, chats, and emails for quality assurance and consistency in communication.
7. Provide team management with feedback on employee performance.
8. Track, analyze, and distribute KPIs, escalating growth opportunities to management.
9. Ensure alignment through calibration on audit review criteria.
10. Collaborate with the Training team to document and maintain adherence to policies and procedures.
11. Implement performance improvement plans as necessary.

Requirements

1. Experience in Quality Analysis (junior or senior level).
2. Excellent verbal and written communication skills in German (Native level) and English (B2 level).
3. Ability to work shifts and weekends.

Benefits

1. Annual Base Salary: Starting at 20, 780, with potential increases based on experience.
2. Additional Benefits:
   • Language premium: 315/year.
   • Meal allowance: 7. 63 per workday (paid via meal card, net).
   • Transportation bonus: 720/year.
   • Yearly target bonus: 5% of the yearly gross base salary.
   • Health and Life Insurance with Family Plans (Spouse and Children).
3. Contract Type: 1-month training contract followed by a 1-year
   - term contract with a 30-day probation period.
4. Relocation Support: Includes bureaucratic assistance for obtaining NIF and NISS, assistance in finding accommodation, and a 2, 000 relocation bonus paid with the first payroll cycle.
5. Great
   - life balance and a dynamic office culture.

Recruitment Process

1. Initial Screening
2. Written Language Assessment (WLA)
3. Operational Round (Ops Round)
4. Online Language Assessment (OLA)
5. HR Interview