Quality Analyst - Finnish (Remote Portugal)

at  Otonomee

ABOUT US

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

ABOUT THE ROLE

Job Title: Quality Analyst - Finnish
Location: Remote based in Portugal
Terms : Permanente Contract / Full-Time 40h weekly
Schedule: Monday to Friday – 9h00 to 17h30
Annual Gross Salary: 33.000 Euros (inclusive of 2 Holidays Allowances)
We’re looking for an enthusiastic detail-oriented Quality Assurance Specialist to join our Member Experience department. You’ll be responsible for driving forward QA initiatives, ensuring that MX Managers, Member Care Specialists and partner QA teams receive specific and actionable feedback. You’ll also collaborate closely with our L&D and Content teams to develop on-going training and coaching based on QA results.

WHAT YOU’LL BE DOING

• Conduct weekly QA evaluations and calibration audits to provide feedback for internal MX Specialists and Partner QA analysts.
• Work independently, effectively prioritize and manage your time to ensure you’re reviewing the necessary number of daily tickets and calibration audits.
• Learn, utilize, and multitask across a variety of tools to view account information, research as well as review policies & processes while evaluating tickets to provide the best guidance for MX Specialists, teammates, and Partner QA Analysts.
• Monitor development of newly hired partner QA analysts, MX Specialists & Contractors through careful analysis of progress metrics and direct collaboration with MX Managers and QA Manager
• Participate in routine QA Calibration sessions with teammates and partner QA Analysts
• Learn to perform routine data analysis by using data visualization tools, intermediate to sophisticated spreadsheet functions to provide useful, actionable insights to managers and teammates.
• Partner with L&D, Content and Tools teams to improve training material, macros, processes and systems.
• Communicate effectively with the QA team to identify customer pain points and propose solutions to process, policy, user experience, or other areas for improvement.
• Contribute to QA team goals & QA program development.
• Stay up to date with product, training, process and systems updates
• Act as an SME of the assigned CX team’s processes & systems