Empresa:

Lyca Group

Descrição da Função

About Us:

Lyca Mobile, a leading multinational telecommunications company, is expanding its team and is currently seeking a detail-oriented Quality Analyst - Call Centre for Lisbon.

We are looking for individuals with the following qualifications and attributes:

•Bachelor's degree (preferred) or equivalent work experience;

•1-3 years of experience as a QA/Quality Analyst in a call centre (preferred);

•Fluency in English and Portuguese (spoken and written);

•Strong analytical and problem-solving abilities with attention to detail;

•Excellent verbal and written communication skills;

•Ability to deliver feedback professionally and diplomatically;

•Solid understanding of call centre KPIs (AHT, CSAT, FCR, QA Scores);

•Proficiency with Quality Monitoring tools, CRM platforms, and MS Office Suite;

•Ability to work independently and manage multiple tasks simultaneously.

The Quality Analyst will have the following functions:

•Monitor calls, chats, and emails, ensuring compliance with quality standards and regulations;

•Evaluate conversations for correct use of scripts, empathy, and problem-solving techniques;

•Identify critical errors impacting compliance or customer satisfaction;

•Maintain quality scorecards and prepare regular performance reports;

•Analyze trends, identify recurring gaps, and recommend improvements;

•Provide constructive feedback to agents and support coaching sessions;

•Ensure adherence to policies, data privacy, and SOPs;

•Collaborate with Training and Operations to improve scripts, materials, and processes;

•Participate in calibration sessions and support internal audits.

What We Offer:

•Salary: € 1.000/month + food allowance €7.25/day;

•Full-time from Monday to Friday, 9.30am to 6.30pm;

•Fixed-term employment contract (6 months), with the possibility of renewal;

•Excellent opportunity for personal and professional development;

•Work within a dynamic international team.

Observações

Lisboa (Portugal)