Quality analyst, Randstad

Randstad

Location:

Portugal, Lisboa

Category:

Call Center

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

Are you a fluent German speaker with strong English skills and a passion for quality and data-driven performance? We are seeking a motivated individual to join the team of a renowned multinational company. This is an exciting opportunity to work with a team focused on customer support, with a strong emphasis on performance analysis and reporting.

Job Responsibility:

Lead, coach, and mentor a team of German agents to achieve high performance and deliver exceptional service
Set clear performance goals, provide constructive feedback, and conduct regular performance evaluations to foster individual and team development
Enforce community guidelines and platform policies with accuracy and consistency, handling escalated content moderation cases and analyzing trends to identify areas for improvement
Ensure the team provides high-quality customer support across all channels, managing support workflows, resolving complex customer issues, and implementing strategies to optimize service delivery
Oversee and maintain the quality of German language moderation and customer support, ensuring linguistic accuracy, cultural sensitivity, and adherence to brand standards
Identify areas for process improvement, implement efficient workflows, and leverage technology to enhance team productivity and effectiveness
Track key performance indicators (KPIs) related to team performance, moderation accuracy, and customer satisfaction, analyzing data to identify trends and providing comprehensive reports to management

Requirements:

Fluent in German (C1 level minimum) and residing in Lisbon, with availability for daily office work (Sete Rios)
Good English skills
Analytical and critical thinking skills, solution-oriented
Empathy and customer service excellence
Previous experience in a call center environment
Valuable: Experience in Team Leader and/or Trainer roles
Minimum: High-school diploma
Must hold EU citizenship or a valid work permit for Portugal (residence card)

Nice to have:

Experience in Team Leader and/or Trainer roles

Additional Information:

Job Posted:

April 03, 2025

Expiration:

April 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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