The Independent Quality Analyst will assure the Customer Service teams are in compliance with the company's standards by monitoring calls, chats, and emails, and creating and analyzing reports to generate actions. The primary objective is to assist management with discovering areas of improvement for processes and the customer experience in the technical support teams.Key ResponsibilitiesPerform sample reviews to monitor compliance with customers' requirements.Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and the application of statistical analysis in an effort to understand operating results and trends.Develop reports and dashboards to analyze the performance, productivity, and effectiveness, among others, of the team. Make recommendations to Management to improve inefficiencies.Participate in the development of quality monitoring forms, samples, quality standards, and training.Track actions and their impact on the overall operation.Monitor calls, chats, and emails to ensure quality and consistency in messaging.Provide Support team management with regular feedback on employee performance.Coordinate with the Training team to document and ensure adherence to policies, procedures, and processes. Suggest changes as identified.Track, analyze, and distribute KPIs on a daily, weekly, and monthly basis to the management team.Escalate opportunities for growth.Calibrate constantly on audit review criteria to ensure the client's and our operation's understanding of the processes is the same.Carry on the area's metrics' Performance Improvement Plans.Your ProfileAt least 1-year experience as QA, preferably in a contact center environment.You are fluent in Dutch or Flemish and EnglishYou are used to working with KPIs and SLAsDemonstrated capacity for critical thinking, analysis, and attention to detail;Strong work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment;Technologically savvy;The ability to learn, retain and apply large amounts of product, process, and policy information.We offerThe pleasant and inspiring working atmosphereOpportunity to be part of a rapidly expanding global organization with an irreproachable reputationProfessional development and a clear career pathNew office facilities in a convenient location in LisbonCompetitive salary & relocation allowance and assistance*Free fruit, coffee, tea, water, and a lot more!LocationLisbon (Portugal) OP ZOEK NAAR DE LEUKSTE BANEN MET BANENBUITENLAND.NL. #J-18808-Ljbffr
