# Dutch Quality Analyst - Lisbon

**Company:** [speakit](http://jobs.workable.com/companies/fTXJu5fckxtuW4XzB5cPPo.md)
**Location:** Lisbon, Portugal
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Dutch

[Apply for this job](http://jobs.workable.com/view/f2e5c1ac-2ae2-4d37-899d-6a90061687f8)

## Description

Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

**Duties and Responsibilities:**

-   Strong emphasis on assessing Audits via Data Analysis
-   Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
-   Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
-   Reports script problems or questions to appropriate areas
-   Assists clients in monitoring specific programs as needed
-   Communicates with supervisors on program changes, and communicates CSR actions to supervisors
-   for performance appraisals
-   Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
-   Provides relevant information for Monthly Quality Report.
-   Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
-   Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
-   Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies.

## Requirements

-   Minimum – 12 month as a Quality Analyst, Quality Specialist or Quality Assurance Auditor.
-   Strong Data Analysis skills
-   Detail Oriented
-   Strong verbal and written communication skills
-   Good organization/time management skills
-   Ability to work with a variety of people from diverse backgrounds
-   Ability to make fair and consistent judgments and decisions
-   Ability to solve problems and offer suggestions
-   Ability to influence behavior
-   Effective project management
-   Ability to adhere to all organizational policies and procedures
-   Preferable college degree or related work experience
-   Requested Language: Dutch - mandatory
-   English advanced level - mandatory
-   Qualifications - Other Availability to work 100% from Sete Rios site (for the first 2 months) – mandatory
-   Availability to work in a Hybrid model based on our Sete Rios site – mandatory
-   Availability to work Monday to Friday from 9h to 18h – mandatory

## Benefits

-   Starting date: 26th May
-   Hybrid working model after 2 months onsite.
-   Location: Sete Rios site in Lisbon
-   Monthly performance bonuses.
-   Relocation package for candidates from abroad.
-   Private health insurance.
-   Meal allowance
-   Fixed language bonus
-   Paid training.
-   Multicultural work environment.
-   Regular office hours: Monday to Friday from 9 am to 6 pm.