Swedish QA Analyst

DKR are delighted to be working with a leading BPO business in Lisbon Portugal.

The Quality Analyst will be a single point of contact in terms of Quality for its market, working closely with the Client, the Trainer, the Team Leaders and the other QA's.

With a very strong product knowledge, this QA should be on the ground all the time, with eyes fully open identifying any improvement opportunities and building reports on the teams' results.

Tasks:

Monitoring all contacts between Customer Support Representatives (CSRs) and customers;
Identifying and suggesting improvement opportunities;
Ensuring the success of preventive and corrective actions;
Promoting actions to optimize the achievement of Key Performance Indicators;
Providing one-to-one coaching to CSRs (aligned with the Supervisors) and identifying training needs with the Trainer.

Requirements
Native/near native Swedish speakers;
Fluency in English (minimum C1 level);
Interest and passion for Quality (experience is a plus);
Solid experience in contact center, understands contact center business and trends;
Google Ads knowledge/experience is a plus;
Bachelor degree or Graduate (preferentially);
Working knowledge of Microsoft Office Suite (Excel, Word, Power Point);
Achievement oriented and customer oriented;
Good communication skills;
Diversity orientation and judgement capability;
Please note that we will only consider CV if submitted in English.

Offer
Available upon request if shortlisted