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Quality Analyst (Remote in Portugal), Albufeira
Client:
Otonomee
Location:
Job Category:
Other
EU work permit required:
Yes
Job Reference:
355fb21e3330
Job Views:
2
Posted:
02.05.2025
Expiry Date:
16.06.2025
Job Description:
About The Role
Job Title: Quality Analyst
Location: Remote, based in Portugal
Terms: Permanent Contract / Full-Time 40h weekly
Schedule: Candidates should be available to work on a rotational 8-hour shift basis scheduled between Monday to Friday (40 hours per week), 09:00 - 20:30. Weekends will also be added to the schedule in time.
ABOUT THE ROLE
We are looking for an experienced Quality Analyst to join the team and ensure the highest levels of service delivery to our client. This is a permanent work-from-home position based in Portugal.
The ideal candidate will have a strong background in quality management, excellent analytical and problem-solving skills, and a passion for driving continuous improvement. This is a permanent work-from-home position based in Portugal, so the only commute you'll have to worry about is getting to your home desk.
WHAT YOU'LL BE DOING
- Conduct daily review and evaluation of tickets, encompassing DSAT analysis, QA notification grading, and random ticket assessments.
- Create and monitor weekly coaching sessions; review, follow-up on appeals, and adhere to the Close CSAT feedback loop process.
- Learn and utilize various tools to ensure accurate coaching of agents and team leads.
- Collaborate with internal teams to improve agent and member experience.
- Escalate urgent quality issues to the Quality Manager and QA team.
- Participate in QA calibration sessions.
- Learn QA reporting basics to promote continuous improvement and conduct ad-hoc data analysis as needed.
- Monitor and analyze agent and team performance to drive improvements.
Your profile
ABOUT YOU:
- Minimum of 1 year of experience as a Quality Analyst, preferably in the BPO industry.
- Strong analytical and problem-solving skills with the ability to interpret complex data.
- Excellent communication and interpersonal skills for cross-functional collaboration.
- Quality management certification (e.g., Six Sigma Black Belt) is a plus.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Why us?
- Fully remote work based in Portugal
- Meal Allowance of €7.63 per working day
- Internet Allowance of €20 per month
- Equipment provided
- Home office allowance
- Online Gym and Wellbeing Studio
- Opportunities for professional growth
- Fun company events and team outings
- Autonomy and responsibility
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