Our client is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era.
Responsibilities
- Works closely with Quality Assurance Leaders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow
- As new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the team’s current work.
- Delivers “on-spot” training to auditors on new or changing Content Policies as well as “refresher” trainings on existing Content Policy
- Audits decision accuracy and actively reviews decision accuracy audits to ensure consistency and alignment with internal standards and policies
- Manages investigations of escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
- Mentors’ agents on the use of quality tools and systems
- Develops process documentation and aggregates feedback about the functionality of quality tools
Requirements
- Fluency in English and Norwegian (ideally native);
- Experience in Quality Analyst role (at least 1 year in BPO environment);
- Demonstrated capacity for critical thinking, analysis and attention to detail;
- Strong work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment;
- Technologically savvy - ability to learn, retain and apply large amounts of product, process, policy and with
Benefits
- Pleasant and inspiring working atmosphere;
- Competitive salary + annual bonus + language bonus
- Private health insurance
- Opportunity to be part of a rapidly expanding global organization;
- New office facilities in a convenient location in Lisbon;
- Training & development opportunities;
- Relocation allowance & relocation support (For candidates moving from abroad).