Remote Otter LogoRemoteOtter

Quality Analyst - Remote

Posted 3 days ago
QA
Full Time
Ireland

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 Ireland.

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 for accurate coaching on processes.
  • Collaborate with internal teams to improve Agent and Member Experience.
  • Escalate urgent quality issues to Quality Manager.
  • Active participation in QA calibration sessions.
  • Learn QA reporting to drive continuous improvement.
  • Monitor and analyze agent/team performance.

Requirements

  • Minimum of 1 year of experience as Quality Analyst, preferably within BPO industry.
  • Excellent analytical and problem-solving skills.
  • Exceptional communication and interpersonal skills.
  • Certification in quality management is a plus.
  • Ability to thrive in a fast-paced environment.

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.
  • Opportunities for professional growth.
  • Fun company events and team outings.
  • Autonomy and Responsibility.
Otonomee logo

Otonomee

Otonomee is a purpose-built, fully remote Business Process Outsourcing (BPO) company founded in 2020 and headquartered in Ireland. The company aims to provide a different offering in the BPO industry by delivering premium customer support to innovative brands across sectors such as Healthtech, Fintech, E-Commerce, SaaS, and Facilities Management. Otonomee was established in response to the challenges faced in traditional BPO models, particularly highlighted during the pandemic, and leverages a remote working model to enhance customer experience with a flexible and entrepreneurial approach. As a Certified BCorp since 2023, Otonomee is committed to high standards of social and environmental performance, transparency, and accountability. The company promotes equality, diversity, and inclusion in the workplace, fostering a culture where all employees feel respected, valued, and connected, encapsulated in their motto 'Together we grow.'

Share This Job!

Save This Job!

Similar Jobs:

Intellect logo

Quality Analyst - Remote

Intellect

5 days ago

The Quality Analyst ensures software quality through testing and collaboration with development teams.

India
Full-time
QA
Otonomee logo

Quality Analyst - Remote

Otonomee

1 week ago

Join Otonomee as a Quality Analyst and ensure high service delivery standards in a fully remote role based in Portugal.

Portugal
Full-time
QA
Gusto logo

Quality Analyst - Remote

Gusto

2 weeks ago

Gusto is seeking a Quality Analyst to enhance customer experience through quality assurance and AI-driven insights.

USA
Full-time
QA
$133,000 - $165,000/year
Jobs for Humanity logo

Quality Analyst - Remote

Jobs for Humanity

3 weeks ago

Join Turnitin as a Quality Analyst to ensure quality standards in a remote role focused on enhancing global education.

UK
Full-time
QA
Turnitin logo

Quality Analyst - Remote

Turnitin

3 weeks ago

Join Turnitin as a Quality Analyst to ensure quality reviews and improve customer support experiences.

United Kingdom
Full-time
QA