Come and work with us.
We are looking for a
German Quality S pecialist
to join our team.
Primary Responsibilities:
Monitors CSR's performance daily, by taping, listening to, reviewing, and evaluating calls.
Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scriptsto improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discussoutputs of monitoring
Reports script problems or questions to appropriate areas
Assists clients in monitoring specific programs as needed
Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
Provides relevant information for Monthly Quality Reports.
Provides feedback to the training department about issues arising from monitoring which have to be pickedup when new agents are going to be trained
Acts at least half a day per week as CSR to keep up experience
Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at thesame level as that of other QARs.
Compliance:
Takes personal responsibility to understand and comply with all company and client security requirementsand policies.
Ensures that all team members (Foundever or agency/contract) comply fully with the security policies andrequirements of Foundever and its Clients, ensuring staff is given an appropriate level ofknowledge/awareness to be able to comply with the policies within the context of their role and takingappropriate action when non-compliance is identified.
To succeed in the role, you will need to have:
German
native/C2 level -
mandatory
C1 English Level - mandatory
Strong verbal and written communication skills
Good organization/time management skills
Ability to work with a variety of people from diverse backgrounds
Ability to make fair and consistent judgments and decisions
Ability to solve problems and offer suggestions
Ability to adhere to all organizational policies and procedures
Ability to give constructive feedback to CSRs which leads to performance improvement.
Counseling skills.
Excelent Customer Service and sales (retention) skills
Knowledge/Abilities:
Knowledge of Foundever policies, procedures, products, and services.
Ability to organize, prioritize, and multi-task.
Good knowledge of effective scripting
Experience of relevant training and coaching techniques
Good listening skills
Ability to provide feedback in a positive and supportive manner
Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook, etc)
Must hold EU citizenship or valid work permit for Portugal
Other:
Availability to work 100% at the office in Porto - mandatory
Expected Schedules: Monday to Friday between 8h to 18h
Experience as a Quality Analyst or Coach will be an added value
Benefits.
Competitive wages
Paid professional training
Employee discounts
Private healthcare & dental insurance (after six months of employment)
Growth opportunities through various development programs
Fun and engaging company-wide initiatives, including our EverBetter wellness program
Job stability
Life-long skills and experience
Excellent work culture
Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today
!