Quality Analyst (Lisbon) - French Speaking - Arvato Services Portugal, Unipessoal, Lda. - Lisboa

Quality Analyst (Lisbon) - French Speaking - Arvato Services Portugal, Unipessoal, Lda. - Lisboa

Arvato Services Portugal, Unipessoal, Lda.

Quality Analyst (Lisbon) - French Speaking - Arvato Services Portugal, Unipessoal, Lda. - Lisboa

Detalhes da Vaga

Company: Arvato Services Portugal, Unipessoal, Lda. Requisition ID: 33194
Job Title: Quality Analyst – French Speaking
Reporting to: Quality Team Leader
Location: Lisbon
Contract Type: 12 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. The Quality Analyst is responsible for the overall quality performance of the centre, encouraging simplified and streamlined issue handling within Customer Service operations teams. Successful candidates will be accountable for the achievement of both external and internal quality metrics with a keen eye on efficiency, continuously driving improvement in customer and client satisfaction.
Duties and Responsibilities
Work onsite with the client and operations teams
Analyse written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures of the client
Follow strict criteria of analysis and templates to evaluate quality performance
Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction
Consolidate quality metrics from all areas and prepare reports for management and the client, tracking trends and ensuring the realisation of action plans
Analyse processes and suggest improvements in quality criteria. Evaluate and on-board improvement suggestions from other areas
Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency
Work against established SLAs and metrics and be evaluated by the degree of their achievement
Build relationships with key internal and external quality stakeholders. Be able to negotiate and arrive to agreement on discussions around quality vs. productivity, considering all business needs
Gain and ensure excellent knowledge of system & processes
Support the training manager in developing new and refresher training material for processes & systems
Effectively communicate new or changed processes through coaching and feedback
Proactively work with process mentors from both internal and external departments
Work closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goals
Required Qualifications & Experience
Fluency in written and spoken English plus French language is essential
Experience working within a customer focused environment
Excellent technology aptitude essential as key criteria for role
Experience in the quality analysis of interactions. Ability to effectively and accurate communicate feedback
Excellent verbal and written communication skills
Fluency in Excel reporting
Proven ability to consistently meet or exceed performance related targets
Attention to detail
Excellent technical aptitude
Ability to impart positive and negative feedback in one to one & group forums
Strong analytical skills
Positive can do attitude
Ability to drive both team and individual performance
Ability to communicate with client and internal customer on multiple management level
Solutions Orientated
Organisational commitment
Customer Focus
Organisation & Planning
Results Orientated
Attention to detail
Problem Solving & Information Gathering
Resilience & Adaptability
Creativity and Innovation
What we offer
Vibrant, multi-cultural city centre environment
Career & Personal Development
Quarterly performance bonus
Comprehensive Benefits Package
Subsidised Health Insurance
Access to Discount Schemes
E learning access
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 opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
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.
About us:
We are an international outsourcing service provider. Every day, over 70,000 employees in more than 40 countries are at work helping our customers achieve success in the market. We design and implement solutions for a wide variety of business processes throughout integrated service chains. Our services include everything from the preparation and distribution of printed materials and digital storage media to data management, customer care, CRM services, supply chain management, digital distribution, financial services and IT services.

Fonte: Jobs4It


  • Outros / Outros empregos



  • Internet
  • Access
  • Internet