Quality Analyst, Randstad

Quality Analyst

Randstad

Location:

Portugal, Lisbon ▼

Porto

Category:

Customer Service

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

Join an international team and play a crucial role in delivering exceptional customer support services. As a Quality Analyst, you'll be the driving force behind agent performance, ensuring every interaction meets our high standards. This is your chance to tackle new challenges, grow professionally, and contribute to a world-class customer experience.

Job Responsibility:

Conduct thorough reviews of calls, emails, and chat interactions to ensure adherence to company standards and identify areas for improvement
Provide structured, actionable feedback and recommend targeted training to enhance agent performance and foster continuous development
Ensure strict adherence to internal policies and regulatory requirements, including GDPR, to protect customer data and maintain compliance
Track and analyze key performance indicators (NPS, CSAT) to identify trends, measure effectiveness, and suggest data-driven improvements
Collaborate with cross-functional teams to optimize support processes and enhance the overall customer journey.

Requirements:

Native or advanced level of Flemish (essential)
Intermediate level of English (B2) or higher
Proven experience in a customer support environment
Excellent verbal and written communication skills, coupled with strong active listening abilities
Strong organizational, time management, and analytical skills, with a keen eye for detail
Ability to identify and resolve issues effectively and efficiently.

Additional Information:

Job Posted:

April 10, 2025

Expiration:

April 23, 2025

Employment Type:

Fulltime

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