Alemão Quality Analyst for Social Media project – German speaker
LISBOA
Alemão LISBOA
What you can expect
The main focus of Quality Analyst is to perform monitoring.
The Quality Analyst (QA) is responsible for monitoring transactions between CSR´s and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggesting opportunities for improvement needs in the projects in order to help Teleperformance meet our client’s expectations concerning CSR´s and project performance.
What you'll do
- Findings identification that allows the improvement of CSR and operational results;
- Performs monitoring, autonomously and impartially, according to project requirements to objectively evaluate processes compliance;
- Apply BEST QA Requirements;
- Identify risks in the projects and suggest ways of internal control to mitigate the associated risks;
- Identify potential fraud and security related issues: short calls, authentication, tools, sales, referrals;
- Provide valuable information about the project to the Business Quality Analyst (BQA);
- Reporting of nonconforming situations;
- Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);
- Communicate to leadership any known infractions of these Corporate Policies and procedures immediately;
- May perform other duties as requested not specifically addressed in this document.
What you'll need
- Higher Education Degree (preferential);
- Fluency in German & English (mandatory);
- 2 years’ experience in Contact Center (preferential).
Benefits
- Excellent work opportunity in a dynamic leading multinational company;
- Possibility of cooperation with leaders in various industries;
- Investment in training and personal development;
- Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
- Health Insurance;
- Free language courses, sport activities and organized events;
- Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.
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