Quality Analyst Specialist (Remote in 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 Specialist
Location: Based in Portugal
Terms: Permanent Contract / Full-Time 40h weekly
Salary: €18,000 - €20,000 Gross per annum depending on experience (inclusive of Christmas and Holiday allowances)
Schedule: Candidates should be available to work on an 8-hour shift basis scheduled between Monday to Friday (40 hours per week), noon to midnight.. Weekend will also be added to the schedule in time.

ABOUT THE ROLE

We are looking for an experienced Quality Analyst Specialist to join the team and ensure highest levels of service delivery to our client. This is a permanent work from home position based in Portugal.
The ideal candidate will have a strong background in quality management, excellent analytical and problem-solving skills, and a passion for driving continuous improvement. This is a permanent work-from-home position based in Ireland so, the only commute you’ll have to worry about is getting to your home desk.

WHAT YOU’LL BE DOING

• Conduct daily review and evaluation of tickets, encompassing DSAT analysis, QA notification grading, and random ticket assessments.
• Weekly Coaching Session creation and completion monitoring; review, and follow-up on appeals; adherence to the Close CSAT feedback loop process.
• Learn & utilize a variety of tools to ensure accurate Agent and Team lead coaching on the processes.
• Collaborate with internal Training, Content, IT, and Ōura QA Team to improve Agent and Member Experience.
• Escalate urgent quality issues to Quality Manager and Ōura Quality Team.
• Active participation in QA calibration sessions.
• Learn the basics of QA reporting to drive continuous improvement within the team and conduct ad-hoc data analysis or in-depth ticket assessments upon request.
• Monitoring and analyzing agent/team performance to continuously improve performance