Quality Analyst Manager

Lisbon, Portugal
Posted 1 month ago

With over 3000 employees across 7 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customer’s success our own success.

Within your role, you will:

  • Optimize, implement, and successfully manage local quality & training standards.
  •  
  • Guarantee the work quality of the QTCs, Quality Analysts, Trainers and CMs/CSRs is within the agreed levels, initiates proactive or corrective actions when necessary. Evaluates QCs, TCs, Quality Analysts, and Trainers performance and proactively initiate improvement actions if the results are under the agreed standards;
  • Prepare operational quality & training analyses & action plans for the projects coordinated and as required by the direct manager;
  • Work with account managers to address quality and learning issues, instruction problems, or new educational needs regarding specific employees or departments;
  • Administer the account documentation for internal processes in terms of updates, accessibility and easiness to read, e.g. 2 pages maximum for each process;
  • Perform Internal Audits/measurement and evaluation for all procedures/tools/procedure updates related to the areas under ownership in order to identify any flaws; communicate findings or makes correction recommendations to the respective issuers;
  • Collaborate with all stakeholders

 

What will make you successful for the role:

Bachelor’s Degree;

Minimum 2,5 years experience as QM and experience in BPO;

Very Good Knowledge on Quality Standards;

PC operating skills, Excel operating knowledge (functions, filters, sorting), Word (document formatting, tables, images), PowerPoint, Outlook;

Certification in Labor legislation is an asset;

English spoken and written – C2 level in the European Language Framework;

Optional/advantage: Project management experience.

Sounds good? Find out what you can get:

  • Competitive salary package & meal vouchers
  • The opportunity to work in a multi-cultural environment
  • Work from home, until further instructions
  • Private medical insurance
  • Access to benefits discount platform
  • Learning programs for your development
  • Wellness activities for your wellbeing

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.

 

 

To apply now, please fill in the form bellow

 
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