Quality Analyst (German)
Quality Analyst (German)
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
David Kennedy Recruitment partnered with a renowned tech BPO company to find a Quality Analyst for their contact center teams.
Position: Quality Analyst
Location: Lisbon Portugal
Employment type: Full-time
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES:
- Monitor all interactions and ensures accuracy of the output
- Coordinate and facilitates call calibration/training sessions for vendor QA partners
- Train and certify new IQA/VQAs
- Publish quality trends feedback and improvement / enhancement reports
- Deal tactfully and courteously with clients
- Produce Quality reports and dashboards such as TNI Pareto etc.
- Drive process improvement and ensure process compliance
- Contribute to the development of the short and long term goals of the process
- Ensure quality/RCA alignment and CSAT targets are met at all times (Vendor QA results)
- Drive first call resolution and quality initiatives in the program.
REQUIREMENTS:
- Native/fluent in German (C1) with strong written and oral skills as well as proficiency in English (at least B2)
- Minimum of 2 years in QA background
- At least 6 months relevant experience is required in a customer service in an inbound and outbound programs
- Training background/skill will be an added advantage
- Excellent oral written and interpersonal communication skills
- Exceptional listening and strong analytical skills
- Effective problem solver
- Intermediate level of knowledge in Google suite
- Ability to work in a multicultural environment and as part of cross-functional teams/client facing
- Ability to work accurately and with an eye for detail.
OFFER:
- Lunch vouchers 763 EUR per day
- 100 EUR transportation allowance or company shuttle
- Health insurance
- Office near Oeiras
- Dynamic and creative team with a positive and friendly atmosphere
- Guidance and tools to reach career potential.
Employment Type
Full Time
Key Skills
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