German-Speaking Quality Analyst

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!