About The Role
Job Title: Quality Analyst Specialist
Location: Based in Portugal
Terms: Permanent Contract / Full-Time 40h weekly
Salary: €18,000 - €20,000 Gross per annum depending on experience (inclusive of Christmas and Holiday allowances)
Schedule: Candidates should be available to work on an 8-hour shift basis scheduled between Monday to Friday (40 hours per week), noon to midnight.. Weekend will also be added to the schedule in time.
ABOUT THE ROLE
We are looking for an experienced Quality Analyst Specialist 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
Location: Based in Portugal
Terms: Permanent Contract / Full-Time 40h weekly
Salary: €18,000 - €20,000 Gross per annum depending on experience (inclusive of Christmas and Holiday allowances)
Schedule: Candidates should be available to work on an 8-hour shift basis scheduled between Monday to Friday (40 hours per week), noon to midnight.. Weekend will also be added to the schedule in time.
ABOUT THE ROLE
We are looking for an experienced Quality Analyst Specialist 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