Quality Analyst (Trust and Safety) – Italian speakerAre you focused on continuous improvement and standardization of working procedures?
Are you analytical and keen on finding the root cause of performance issues?
Do you like to help people develop their skills and achieve the best results possible?Then you are the Quality Analyst that we are looking for!What you'll doDaily completion of quality reviews and appeal reviews; Deliver qualityfeedback to the agents on quality performance; Execute actionsfor individuals and/or team to maintain or improve SLA and KPI performance; Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead and Operations Team; Identify quality trends for the market/agents supported and develop corrective solutions; Report bugs andcontinually check if bugs have been resolved; Work with agents and colleagues to ensure all grey area cases are reported; Actively participate in internal and external calibrations to ensure alignment; Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required; Develop ProductKnowledge Tests weekly and/or monthly and use results to conduct team refresher training or individual feedback.What you'll needExcellent written and verbal communication skills in Italian and English; Understanding of Generative AI; Ability to effectively and accurately provide feedback; Strong analytical skills and attention to details; Resilience & Adaptability; Creativity and Innovation focused; Initiative and organizational commitment; BenefitsExcellent work opportunity in a dynamic leading multinational company; Possibility of cooperation with leaders in various industries; Investment in training and personal development; Modern, centrally located buildings with canteen facilities and an excellent public transportation connection; Health Insurance; Free language courses, sport activities and organized events; Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.Teleperformance PortugalTP Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work.
It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine!With more than 14,000 employees for 67 markets, TP Portugal provides services in 37 languages.
With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions.
TP is a pioneer in technology applied to customer support and maintains the highest security standards.TP Portugal continues to grow.
Join our team and find your place at TP!Apply nowBecome a member of a worldwide teamUpload CVDo you currently work at Teleperformance?YesNoPlease read and acknowledge our Privacy Policy, defining the usage and protection of your personal data, processed only for recruitment processes for Teleperformance Portugal.#J-18808-Ljbffr