Descrição:
What you can expect
The Quality Analyst (QA) is responsible for conducting monitoring and audits across various communication channels, including voice (primarily), email, and chat. They will address client inquiries via email and carry out all activities outlined in the best QM framework, such as attending meetings, participating in calibrations, and performing driver analysis. The role is key to ensuring quality standards are consistently met and client expectations are exceeded.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 English (mandatory);
- 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.
Teleperformance Portugal
TP Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work®. It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine! With more than 14 000 employees for 67 markets, TP Portugal provides services in 37 languages. With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions. TP is a pioneer in technology applied to customer support and maintains the highest security standards. TP Portugal continues to grow. Join our team and find your place at TP!
24/04/2025;
from:
ofertas-emprego.net