We are looking for a Quality Analyst (QA) to join a dynamic project in Lisbon . This role plays a key part in ensuring high-quality customer interactions, supporting continuous improvement and maintaining strong compliance with quality standards.
If you enjoy analysing customer interactions, identifying improvement opportunities, providing constructive feedback and having a direct impact on service quality, this opportunity is for you
Responsibilities
Monitor and evaluate customer interactions (calls, chats, emails or other channels) according to established quality standards and procedures
Conduct regular quality assessments and ensure accurate and consistent scoring
Identify quality gaps, recurring issues and opportunities for improvement
Provide structured and constructive feedback to agents and operational teams
Work closely with Team Leaders and Operations to support individual and team performance improvement
Participate in calibration sessions to ensure consistency and alignment in quality evaluations
Identify trends and recurring customer or process issues and contribute to continuous improvement initiatives
Maintain accurate quality records, reports and performance dashboards
Ensure compliance with internal policies, procedures and client requirements
Support the development and implementation of action plans based on quality findings
Required Profile
Previous experience in Quality Assurance, Quality Analyst, Customer Experience or similar roles (preferred)
Strong analytical and attention-to-detail skills
Ability to assess interactions objectively and consistently
Strong communication and interpersonal skills
Ability to provide constructive and actionable feedback
Comfortable working with data, reports and performance indicators
Good knowledge of Excel and reporting tools (considered a plus)
Ability to work independently while collaborating closely with Operations and other stakeholders
What We Offer
Integration into a stable and solid project
Initial training and continuous support
Competitive salary + ️ meal allowance + ️ benefits
Real opportunities for professional growth and career development
Join a team where your analysis makes a difference, your feedback drives improvement and quality is at the heart of the operation.
#KonectaPortugal #QualityAnalyst #QualityAssurance #QA #BPO #CustomerExperience #Quality #Opportunity #Lisbon 🚀
Quality Analyst (QA) • lisbon, portugal, Portugal
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