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Quality Analyst for Mathem project- Swedish Speaker at Webhelp Portugal

Quality Analyst for Mathem project- Swedish Speaker

Webhelp Portugal Lisbon Full Time
Required languages: Swedish

About Webhelp

Webhelp is a French multinational BPO company that is making business more human for the world's most exciting brands. By choosing Webhelp, you will be part of a community of over 120,000 game-changers from more than 140 locations in 60 countries.

Join us at Webhelp and you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects for some of the most progressive B2C and B2B brands worldwide.

What you'll be doing at Webhelp:

As a Swedish-Speaking Quality Analyst for Mathem project, you will:

    • Acquire and update knowledge of our client's products and support offerings on an ongoing basis

    • Acquire and update knowledge of all our client's tools and associated call flow processes including Customer & Partner Advocacy

    • Provide improvements of individual and team performance for Quality and Customer Satisfaction (CSAT) metrics through conducting Transaction Monitoring, Coaching and Feedback

    • Provide Quality reports inclusive of Program Level and Agent Level findings with action plans to drive improvement

    • Conduct re-audit monitoring on coaches (when required)

    • Conduct Calibration sessions with Clients and/or Internal personnel

    • Identify CSAT gaps and input into strategies required to address the issues

    • Organize interactions with Operations, Training and QA team in identifying broad based CSAT challenges

    • Train New Hires, Team Leads/Team Managers on Quality standards

    • Evaluate daily key performance indicators (KPI) and develop improvement needs

    • Be responsible and accountable for comprehensive regular QoS / CSAT analysis

    • Inspire, manage, and motivate your team to innovate and make a difference

    • Enhance the goal of quality support by providing individual coaching feedback sessions to the direct reports and weekly one on ones that focus on improving customer satisfaction

We'll be a great match if you:

    • Are fluent in Swedish (C1/C2) and have a good level of English

    • Have minimum 2 years of experience and familiarity with different QA methods

    • Have experience working in a general CRM environment.

    • Have strong Reporting skills using Microsoft Office tools

    • Have excellent verbal, written, and interpersonal communication skills

If you feel you don't check off every qualification in the job description, we encourage you to apply either way. We will do our best to match you with the right job, whether it's this one or a future role.

What we offer you:

    • Strong compensation package (14 monthly payments per year plus bonus)

    • Monthly meal allowance paid in voucher card (net)

    • Private Health Insurance (after 6 months)

    • Personal and career development programs and mentoring to develop skills

    • Possibility to participate in a growing multicultural Project

    • Flexible Schedule from Monday to Saturday

    • Work in a diverse environment with people from over 75 nationalities

    • Benefit from our modern amenities, many discounts in local businesses, free medical appointments at the office, sports and social responsibility activities, internal parties and much more!

    • We promote inter-company mobility to work at any of our sites around the world

    • Relocation package and accommodation guaranteed (for 12 months)

    • Workplace: Work on-site in Lisbon, Portugal

Webhelp is an equal-opportunity employer.

Webhelp is committed to equal employment opportunities for all candidates and a work environment free of discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and personal qualifications, without regard to gender identity, age, religion, ethnicity, family or parental status, or any other classification protected by applicable national laws.

Recommended Skills

  • Business Transaction Management
  • Calibration
  • Coaching And Mentoring
  • Customer Relationship Management
  • Customer Satisfaction
  • English
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Job ID: ACQ17704