Job Details
Job Title: Junior Quality Analyst
Reporting to: Quality Team Lead
Location:Lisbon, Portugal
Contract type:6 months
Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Junior Quality Analyst you are responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling. You will be accountable for the achievement of both external and internal quality metrics and will have a keen eye on efficiency, continuous improvement in customer and client satisfaction.
Duties and Responsibilities
Daily completion of quality reviews and appeal reviews
Deliver quality feedback to the agents on completion of quality sample and appeal reviews
Execute actions for individuals and/or team to maintain or improve SLA performance
Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
Identify quality trends for the market/agents supported and develop corrective solutions
Report bugs and continually check if bugs have been resolved
Work with agents and colleagues to ensure enough grey area cases are reported
Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required
Develop PKT tests weekly or monthly and use results to conduct team refresher training or individual feedback
Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors
Contribute to the innovation process by submitting new innovation ideas or process improvements
Support additional workflow request from the client
Required Qualifications & ExperienceFluency in written and spoken English and the required language for this role is essential
Previous experience as a Quality Analyst or informal career path in a QA team is desirable
Experience working within a customer focused environment
Ability to effectively and accurately communicate feedback
Ability to impart positive and negative feedback in one to one & group forums
Excellent verbal and written communication skills
Excellent technical aptitude including fluency in Excel reporting
Proven ability to consistently meet or exceed performance related targets
Strong analytical skills
High attention to detail
Positive can do attitude
CompetenciesSolutions Orientated
Initiative
Collaboration
Organisational commitment
Customer Focus
Organisation & Planning
Analysis & Attention to detail
Resilience & Adaptability
Creativity and Innovation
What we offerVibrant, multi-cultural environment
Career & Personal Development
Quarterly performance bonus
Comprehensive Benefits Package
Subsidised Health Insurance
Access to Discount Schemes
E learning access
Paid Annual Leave
About Majorel
At Majorel, we create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunity employer and embraces diversity and does not discriminate on the grounds of gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
