Norwegian Quality Analyst for Online Video Platform

About the role

A leading professional services company is hiring a Norwegian-speaking Quality Analyst for an online video platform, based in Lisbon. The role works closely with Quality Assurance Leaders to keep decision accuracy high across the market and workflow, and supports auditors and agents with training, investigations and process documentation.

Key responsibilities

• Work with Quality Assurance Leaders to aggregate, prioritise and report the top issues affecting decision accuracy.
• As new Content Policies are developed and prototyped, give local teams details on the impact of the changes on their work.
• Deliver on-the-spot training to auditors on new or changing Content Policies, and refresher training on existing ones.
• Review audit decision accuracy and check that audits stay consistent with internal standards and policies.
• Manage investigations of escalations of inaccurate decisions, finding the root causes, especially when policies are new, content is ambiguous or the decision has a big impact if wrong.
• Mentor agents on the use of quality tools and systems.
• Develop process documentation and collect feedback on the functionality of quality tools.

Required profile

• Fluency in English and Norwegian (ideally native).
• At least 1 year of experience in a Quality Analyst role in a BPO environment.
• Critical thinking, analysis and attention to detail.
• Strong work ethic, able to work independently and within a team.

What we offer

• Competitive salary plus annual bonus and language bonus.
• Private health insurance.
• Relocation allowance and support for candidates moving from abroad.
• Training and development opportunities.
• New office facilities in a convenient location in Lisbon.