Quality Assurance Analyst with Portuguese
This new project is a significant part of our business expansion in the QAAS (Advisory Services) domain for one of the largest American information technology companies, among the other Big Five corporations, with a notable presence in the social media industry. Therefore, we are seeking 4 passionate new colleagues to join our growing team in Dublin, Ireland.
Please note that due to working with sensitive data, the job requires full-time office work from Monday to Friday at the client premises in Dublin where employees can carry out their activities in the safest and most technologically advanced environment, with the utmost respect for protecting our clients' data.
Requirements:
* Degree or equivalent practical experience
* Minimum of 2 years experience in a sales or call center environment with Quality Assurance experience
* Excellent interpersonal and communication skills
* Bilingual - Fluent in English and Portuguese
* Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
* Ability to work in a fast-paced environment.
* Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for our agents.
* Coaching experience is a plus.
* Experience in the advertising industry is a plus
As a Quality Assurance Specialist, you will be responsible for the following:
* Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
* Conduct regular one-on-one or group calibration to ensure evaluations are aligned based on business requirements
* Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
* Applying critical thinking & analytics thinking to provide insights to the client
* Conduct weekly analysis to identify the error trends and for top errors, conduct root cause analysis (RCA)
* Highlight trends and red flags to the business for better improvements
* Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
* Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
* Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
If you are proactive with a mindset for professional growth, eager to tackle and conquer new challenges, open to adapting and enhancing your current skills while acquiring new ones, we would be delighted to receive your application.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Quality Assurance
Industries
Outsourcing and Offshoring Consulting
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