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Italian or Spanish Quality Analyst for Ubisoft in Lisbon (M/F)

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Date: Feb 11, 2018

Location: Lisbon, 11, PT, 1099-010

year: 2018

Company: Arvato Services Portugal, Unipessoal, Lda. 

Requisition ID: 11463

SOLUTION COACH (M/F) – Ubisoft – IT/SP team


Your responsibilities

  • Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
  • Maintain quality reports at agent and team level
  • Assist in developing and streamlining Quality procedures
  • Provide written/ verbal feedback to agents
  • Perform Quality of Service analysis on agent and team level
  • Know & understand operational KPIs
  • Communicate performance related indicators into the team and back to the Management
  • Active participation in internal and external calibrations
  • Ability to take CSR customer inquiries
  • Perform other related duties

Your responsibilities

Your profile


  • 1 year of call center experience (preferential)
  • Excellent knowledge of Ubisoft services
  • Excellent knowledge of MS Office products
  • Able to work under pressure
  • Very good assertiveness skills
  • Team spirit, ability to motivate and coach team members
  • Good social skills
  • Strong administration and organization skills
  • Very good analytical skills
  • Very good language skills (written and spoken) in Italian and Spanish
  • In the CSAT + Excelenzia evaluation of the last 3 months, can’t have more than 1 month with average <86% (preferential)


Our offer

• Excelent reputation as a responsible employer with presence in Portugal for more than 50 years
• Modern working environment at an attractive location in Lisbon with good public transport connection
• Welcoming and inclusive environment
• A team ready to help you develop and grow
• A multinational environment, different nationalities and cultures to work every day
• Competitive salary & bonus system


About us:

We are an international outsourcing service provider. Every day, over 70,000 employees in more than 40 countries are at work helping our customers achieve success in the market. We design and implement solutions for a wide variety of business processes throughout integrated service chains. Our services include everything from the preparation and distribution of printed materials and digital storage media to data management, customer care, CRM services, supply chain management, digital distribution, financial services and IT services.

Job Segment: Supply Chain Manager, CRM, Supply, Relationship Manager, Quality, Operations, Technology, Customer Service