Your Role

The Quality Analyst will be a single point of contact in terms of Quality for its market, working closely with the Client, the Trainer, the Team Leaders and the other QA?s.

With a very strong product knowledge, this QA should be on the ground all the time, with eyes fully open identifying any improvement opportunities and building reports on the teams? results.

In a global pandemic, trust and support from companies to their employees and customers are essential to sustain the development of their business, fostering stability in the market and driving economic recovery. Since the beginning of the pandemic, Teleperformance Portugal has ensured that the best practices in combating and preventing the Covid-19 virus were adopted, and after being the first company in our sector to guarantee the ?COVID Clean? certification by EIC / VERYCER, we are now more confident than ever in our ability to fight the Covid-19 virus. At Teleperformance Portugal, you will find what you are looking for: experience, adventure, diversity, multiculturalism, professional and financial stability, opportunities for professional development and work-life balance. We remain committed to the necessary measures so that all TP employees are and feel safe at work!

Responsibility

• Monitoring all contacts between Customer Support Representatives (CSRs) and customers;
• Identifying and suggesting improvement opportunities;
• Ensuring the success of preventive and corrective actions;
• Promoting actions to optimize the achievement of Key Performance Indicators;
• Providing one-to-one coaching to CSRs (aligned with the Supervisors) and identifying training needs with the Trainer.

Your Profile

• Fluency in English (minimum C1 level);

• Fluency in one of the following languages: German, Dutch, French, Italian or Turkish;

• Interest and passion for Quality (experience is a plus);
• Solid experience in contact center, understands contact center business and trends;
• Technical profile, experience in tech projects and in programming languages is a plus;
• Working knowledge of Microsoft Office Suite (Excel, Word, Power Point);
• Achievement oriented and customer oriented;
• Good communication skills;
• Diversity orientation and judgement capability.

Please note that we will only consider CV if submitted in English.

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;
• Health Insurance;
• Young, dynamic and multicultural environment;
• Free coffee and snacks;
• Possibility to live in one of our apartments;*
• Initial flight expenses refund;*
• Annually complementary return flight to your home country (within Europe);*
• Free Portuguese language courses, sport activities and organized events.

• Only applicable to foreign candidates.

Teleperformance Portugal

With over 40 years of experience in connecting brands with their customers, Teleperformance has become the most trusted provider of omnichannel customer solutions. Always adapting, we care about each customer experience. We put the human touch in everything we do , be it customer care, technical support, customer acquisition, digital solutions, analytics, back office, or other specialized services.
With a team of more than 12,000 employees from 97 nationalities, Teleperformance Portugal provides services in 37 languages for some of the most prestigious international brands. Teleperformance Portugal is one of the 25 best companies to work for in Europe in 2021 and has also been considered 11 times as the best company to work for in Portugal by the Great Place to Work Institute. In addition, we have been distinguished five times by Exame magazine as one of the best companies to work for in Portugal and the best company in our sector. Teleperformance was also considered the fastest growing company in Portugal in the last three years by Expresso, Informa D&B and Deloitte
Our team is multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. We are trusted with billions of unique interactions worldwide and we want you to be part of it.