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Italian Quality Analyst for Phillip Morris International (m/f)

Italian
Italian

Italian Quality Analyst for Phillip Morris International (m/f)

Lisbon

Your Role

We are looking for a dynamic person, with high initiative and oriented for targets, for a Quality Analyst dedicated to the Philip Morris International’s project in Lisbon. As a Quality Analyst, you will develop and implement quality plans, programs and procedures, be responsible for monitoring the several actions between our Customer Service Representatives and their customers, analyzing their performance and reporting the necessary improvements and handicaps that should be handled throughout training and coaching, by implementing continuous improvement strategies.

Responsibility

  • Monitoring all contacts between agents and customers; 
  • Ensuring the success of preventive and corrective actions;
  • Promoting actions to optimize the achievement of Key Performance Indicators.

Your Profile

  • Fluency in Italian (Native or C2 mandatory);
  • Fluency in English (C1 mandatory);
  • Intermediate Excel knowledge;
  • Experience in contact center environment (preferential);
  • Critical and analytical thinking;
  • Strong people skills;
  • Organized and goal oriented.

Our Offer

  • Excellent work opportunity in a dynamic leading multinational company; 
  • Possibility of cooperation with leaders in various industries;
  • Stable work and career progression;
  • Investment in training and personal development; 
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • Health Insurance;
  • Free organized sport activities and events every month.

Teleperformance Portugal (EN)

Teleperformance Portugal is part of the Teleperformance group, worldwide leader in Customer Experience Management and shared services for international markets. With our team of 10 000 employees, from 84 nationalities, we are providing services in 35 languages.
Teleperformance Portugal was considered eight times the best company to work for in Portugal by the Great Place to Work Institute. Furthermore, we were awarded four times by Exame Magazine as one of the best companies to work for in Portugal and the best company within our sector.
Our team is characterized by its versatility and internationality. Our employees from around the world bring in a wide variety of experiences and skills.
Our company focuses highly on teamwork and familiarity between the people. This is how we transform passion into excellence.
As a dynamic team, we are committed to the success of our partners and dedicated to provide an outstanding performance for the customers to every extent.
Join us! Be part of a multicultural environment.

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