German-Speaking Quality Analyst Location: Lisbon, Portugal (Santos) Start Date: 9th December 2024 About the Role Join a fast-paced and innovative team as a Quality Analyst supporting a globally renowned Video Streaming Platform.
In this role, you will ensure exceptional service quality through detailed analysis and proactive solutions, driving continuous improvement in customer experience.
Key Responsibilities: Quality Monitoring: Conduct reviews of calls, chats, and emails to ensure compliance with quality standards and company guidelines.
Performance Analytics: Create and maintain reports and dashboards to monitor KPIs, productivity, and team effectiveness.
Problem-Solving: Perform root cause analysis to identify inefficiencies and implement solutions.
Feedback & Development: Provide detailed feedback to management and support employee performance improvement plans.
Process Enhancement: Collaborate with the Training Team to document and refine policies and procedures.
Audit & Calibration: Regularly conduct audits and calibrations to ensure operational alignment with quality standards.
Candidate Profile Experience: Previous experience as a Quality Analyst (junior or senior).
Strong understanding of root cause analysis and KPI tracking.
Skills: Proficiency in German (C1-C2) and English (B2) (both written and spoken).
Advanced skills in Excel and reporting tools.
Detail-oriented, proactive, and focused on continuous improvement.
Flexibility: Availability to work in shifts, including weekends.
Compensation & Benefits Monthly Salary Calculation: Base Salary: 1551.67 EUR/month (18,620 EUR/year).
Language Bonus: 315 EUR/month (3,780 EUR/year).
Meal Allowance: Approximately 152.60 EUR/month (net, based on 20 workdays).
Transportation Bonus: 60 EUR/month (720 EUR/year).
Performance Bonus: Up to 5% of yearly base salary (approximately 77.58 EUR/month).
Total Estimated Monthly Income: 2156.85 EUR/month (excluding performance bonus).
Additional Benefits: Health insurance, life insurance, and family plans for spouse and children.
Relocation Support (for candidates moving to Continental Portugal): Assistance with NIF/NISS documentation.
Help finding accommodation tailored to your needs.
Relocation Bonus: 2000 EUR gross, paid with the first payroll cycle.
Why Join Us?
Play a key role in shaping the quality standards of a global leader in video streaming.
Collaborate in a dynamic, supportive, and innovative work environment.
Drive impactful initiatives that enhance customer satisfaction and operational efficiency.
Application Requirements Eligibility Documents: Valid EU ID, Residence Card, or Certificate of Protection (issued after March 2022).
Apply now and contribute to elevating the quality of customer service on a global scale!