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Operations Quality Assurance Analyst

Localização: Lisbon

Regional Description: Portugal

Número da Vaga: 00559826

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- Descrição

The Quality Assurance (QA) team is tasked with evaluating and ensuring quality delivery of the Client Services Team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA. 

Shift work and / or night work may be expected depending on changes in business requirements.



Principle Responsibilities


Duties of the QA Analyst include:

  • Ensure QA structure is in place and drive quality improvements
  • Point of Contact (POC) for QA related activities & projects
  • Conduct root cause and other data analysis, providing report on outcome
  • Conduct QA assessments in a timely manner to meet client requirements
  • Ensuring feedback on QA processes
  • Stay up to date with workflow updates - workflow POC
  • Participate as project team member in problem prevention and continuous improvement projects
  • Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation
  • Provide QA progress reports to Team Leads
  • Conduct QA evaluations per client requirements
  • Conduct call coaching sessions per client requirements
  • Conduct Health Checks for high impact transitions, as requested
  • Analyse Customer Satisfaction Survey results and recommend improvement efforts
  • Act as escalation point of contact for process questions, issues and resolution
  • Act as Subject Matter Expert (SME) for QA evaluations
  • Ensure QA evaluations are delivered to Support Agents
  • Administration of the call recording and evaluation system
  • Contribute to the QA Team’s development and share knowledge within the team
  • Administer the QA issue repository and ensure all escalations are properly addressed

Basic Qualifications

  • 1+ years of work experience working within a QA capacity
  • 2+ years of professional experience in training delivery
  • 2+ years customer service-related work experience
  • 2+ years of Service Desk Operations experience
  • Fluent in English and 1 or 2 of the following languages ES/ FR/ RU/ IT/ DE/ TR/ AR
  • Experience of Content Moderation
  • Excellent communication skills (verbal and written)
  • Strong delivery and presentation skills
  • Good interpersonal, networking and collaboration skills
  • Flexible and adaptable to deliver customer requirements
  • Excellent time management and organization skills
  • Team work
  • Positive attitude and flexibility
  • Sense of responsibility, initiative and high-quality work standards

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