Trust and Safety Quality Analyst

What you can expect

Are you focused on continuous improvement and standardization of working procedures? Are you analytical and keen on finding the root cause of performance issues? Do you like to help people develop their skills and achieve the best results possible?

Then you are the Quality Analyst that we are looking for!

What you'll do

• Daily completion of quality reviews and appeal reviews;
• Deliver quality feedback to the agents on completion of quality sample and appeal reviews;
• Execute actions for individuals and/or team to maintain or improve SLA performance;
• Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead:
• Identify quality trends for the market/agents supported and develop corrective solutions;
• Report bugs and continually check if bugs have been resolved;
• Work with agents and colleagues to ensure enough grey area cases are reported;
• Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required;
• Develop Product Knowledge Tests weekly and/or monthly and use results to conduct team
  refresher training or individual feedback.

What you'll need

• Native written and verbal communication skills in English;
• Google Workspace management;
• Excellent written and verbal communication skills with the ability to deliver clear messages;
• Strong attention to detail to ensure information is complete and accurate.

Benefits

• Excellent work opportunity in a dynamic leading multinational company;
• Possibility of cooperation with leaders in various industries;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Free language courses, sport activities and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.

Teleperformance Portugal

Teleperformance Portugal is one of the 25 best companies to work for in Europe. This recognition was assigned by Great Place to Work® Institute. TP was also distinguished as Best and Largest exporter and Best Contributor to Employment in Portugal, by Exame magazine!

With more than 12 000 employees, from 111 nationalities, our team provides services in 35 languages. We are a multicultural, highly skilled, and deeply knowledgeable team. Teleperformance Portugal has a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market.

Whoever you are, wherever you are from, join us and find your place at Teleperformance Portugal.