Quality Analyst - Remote

Overview

We are looking for an experienced Quality Analyst to join the team and ensure highest levels of service delivery to our client. This is a permanent work from home position based in Portugal.

In Short

• Conduct daily review and evaluation of tickets, encompassing DSAT analysis, QA notification grading, and random ticket assessments.
• Weekly Coaching Session creation and completion monitoring; review, and follow-up on appeals; adherence to the Close CSAT feedback loop process.
• Learn & utilize a variety of tools to ensure accurate Agent and Team lead coaching on the processes.
• Collaborate with internal Training, Content, IT, and Ōura QA Team to improve Agent and Member Experience.
• Escalate urgent quality issues to Quality Manager and Ōura Quality Team.
• Active participation in QA calibration sessions.
• Learn the basics of QA reporting to drive continuous improvement within the team and conduct ad-hoc data analysis or in-depth ticket assessments upon request.
• Monitoring and analyzing agent/team performance to continuously improve performance.

Requirements

• Minimum of 1 years of experience as Quality Analyst, preferably within BPO industry.
• Excellent analytical and problem-solving skills, with the ability to interpret complex data and identify actionable insights.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build strong relationships with clients.
• Certification in quality management (e.g., Six Sigma Black Belt, Certified Quality Manager) is a plus.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.

Benefits

• Fully Remote work based in Portugal.
• A competitive salary.
• Meal Allowance of €7.63 per working day.
• Internet Allowance of €20 per month.
• Equipment provided.
• Home office allowance.
• A Buddy on joining.
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility.