Quality Analyst (Remote in Ireland)

Job Title: Quality Analyst
Location: Remote, based in Ireland
Terms: Permanent Contract / Full-Time 40h weekly
Schedule: Candidates should be available to work on a rotational 8-hour shift basis scheduled between Monday to Friday (40 hours per week), 09:00 - 20:30. Weekends will also be added to the schedule in time. 

ABOUT THE ROLE
We are looking for an experienced Quality Analyst to join the team and ensure highest levels of service delivery to our client. This is a permanent work from home position based in Portugal.
 
The ideal candidate will have a strong background in quality management, excellent analytical and problem-solving skills, and a passion for driving continuous improvement. This is a permanent work-from-home position based in Ireland so, the only commute you’ll have to worry about is getting to your home desk.
 
WHAT YOU'LL BE DOING

• Conduct daily review and evaluation of tickets, encompassing DSAT analysis, QA notification grading, and random ticket assessments. 
• Weekly Coaching Session creation and completion monitoring; review, and follow-up on appeals; adherence to the Close CSAT feedback loop process. 
• Learn & utilize a variety of tools to ensure accurate Agent and Team lead coaching on the processes. 
• Collaborate with internal Training, Content, IT, and Ōura QA Team to improve Agent and Member Experience. 
• Escalate urgent quality issues to Quality Manager and Ōura Quality Team. 
• Active participation in QA calibration sessions. 
• Learn the basics of QA reporting to drive continuous improvement within the team and conduct ad-hoc data analysis or in-depth ticket assessments upon request. 
• Monitoring and analyzing agent/team performance to continuously improve performance

ABOUT YOU: 

• Minimum of 1 years of experience as Quality Analyst, preferably within BPO industry
• Excellent analytical and problem-solving skills, with the ability to interpret complex data and identify actionable insights.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build strong relationships with clients.
• Certification in quality management (e.g., Six Sigma Black Belt, Certified Quality Manager) is a plus.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.

WHAT YOU GET IN RETURN:

• Fully Remote work based in Portugal
• A competitive salary
• Meal Allowance of €7.63 per working day
• Internet Allowance of €20 per month
• Equipment provided
• Home office allowance 
• A Buddy on joining 
• Online Gym and Wellbeing Studio.  
• The opportunity for professional growth.  
• Fun company events and team outings.  
• Autonomy and Responsibility

 
 
OUR RECRUITMENT PROCESS

1. 30 min Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45 min Teams interview with the Hiring Team