Quality Analyst (QA)

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.

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