German-Speaking Quality Analyst: Shape the Future of Excellence in Video Streaming

Location: Lisbon, Portugal (Santos)
Start Date: 9th December 2024

About the Role

Are you ready to join a pioneering team at the forefront of customer service excellence? As a Quality Analyst, you will be instrumental in maintaining and elevating the standards of service for a globally recognized Video Streaming Platform. This role demands precision, analytical acumen, and a commitment to continuous improvement.

Key Responsibilities:

• Quality Assurance: Conduct meticulous reviews of calls, chats, and emails to ensure adherence to quality benchmarks and company policies.
• Data-Driven Insights: Develop and manage advanced reports and dashboards to analyze KPIs, performance trends, and operational efficiency.
• Root Cause Analysis: Identify inefficiencies, analyze their root causes, and recommend actionable strategies for resolution.
• Team Development: Provide actionable feedback to enhance team performance and drive accountability.
• Collaboration: Work closely with training and operations teams to refine policies, procedures, and processes, ensuring alignment with customer expectations.
• Continuous Improvement: Perform regular calibrations, audits, and monitoring to ensure consistent quality and operational excellence.

Candidate Profile

Experience:

• Prior experience as a Quality Analyst (junior or senior) is essential.
• Proficiency in root cause analysis and familiarity with KPI management and reporting tools.

Skills & Competencies:

• Exceptional communication skills in German (C1-C2) and English (B2) (both verbal and written).
• Advanced proficiency in Microsoft Excel and analytics platforms.
• A proactive, detail-oriented mindset with a passion for continuous improvement.

Flexibility:

• Willingness to work in shifts, including weekends.

Compensation & Benefits

• Base Salary: 18,620 EUR per year.
• Language Bonus: 3,780 EUR per year.
• Meal Allowance: 7.63 EUR/day (net, via meal card).
• Transportation Bonus: 720 EUR per year.
• Performance Bonus: Up to 5% of the yearly gross base salary.
• Comprehensive Benefits: Health insurance, life insurance, and family plans covering spouse and children.

Relocation Support (for candidates relocating to Continental Portugal):

• Assistance with NIF/NISS documentation.
• Tailored support in finding suitable accommodation.
• Relocation Bonus: 2,000 gross, disbursed with the first payroll cycle.

Why Join Us?

• Collaborate on transformative quality assurance initiatives for a global audience.
• Be part of a dynamic, innovative environment that values your expertise.
• Contribute to a cutting-edge project where your work directly impacts customer satisfaction.

Application Requirements

• Eligibility Documents: Valid EU ID, Residence Card, or Certificate of Protection (issued after March 2022).

Take the next step in your career and become a key player in delivering exceptional customer experiences.

Apply today and make a lasting impact!