We're Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.We are currently looking for a Quality Analyst to our project.Responsibilities: Monitors all interactions and ensures accuracy of the outputCoordinates and facilitates call calibration/training sessions for vendor QA partnersTrained and certify new IQA/VQAsPublishes quality trends, feedback and improvement / enhancement reportsDeal tactfully and courteously with clientsProduce Quality reports and dashboards such as TNI, Pareto etc.Drive process improvement and ensure process complianceContribute to the development of the short and long term goals of the processEnsure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)Drive first call resolution and quality initiatives in the programRequirements: French / Arabic nativeEnglish fluentExcellent oral, written and interpersonal communication skillsExceptional listening and strong analytical skillsEffective problem solverIntermediate level of knowledge in Google suiteAbility to work in a multicultural environment, and as part of cross-functional teams/client facingWorks accurately and with an eye for detailsMinimum of 2 years in QA backgroundAt least 6 months' relevant experience is required in a customer service in an inbound and outbound programsTraining background/skill will be an added advantageOur offer:Base salary above averageMeal allowance (9,13€ per day worked, in meal card)Healthcare and Dental Insurance (since day one)Work from Office in OeirasTransport allowanceFixed schedule (Monday to Friday, business hours)Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.Regardless of whether you are a career changer or an IT expert : Apply now with your résumé and become part of the Tech Mahindra family - we look forward to seeing you!Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.