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!