Come and work with us.
We are looking for a
French Quality S pecialist/Content Creator
to join our team.
As a
Quality S pecialist
in this project your daily responsibilities will include:
Strong emphasis on assessing Audits via Data Analysis
Strong focus on Content Creation for training purposes
Monitors CSRs performance on a daily basis by taping listening to reviewing and evaluating calls.
Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
Reports script problems or questions to appropriate areas
Adapt currently existing articles and learning materials from a provided knowledge base
Translate requirements into training that will groom employees for the next step of their career path
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 Report.
Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies. Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
To succeed in the role you will need to have:
Native or proficient
French
- mandatory
English
advanced level - mandatory
Strong Data Analysis skills
Detail Oriented
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 influence behavior
Effective project management
Ability to adhere to all organizational policies and procedures
Knowledge of Foundever policies procedures products and services
Ability to organize prioritize and multi-task
Good knowledge of effective scripting
Logical and objective approach to call assessment
Able to effectively use Microsoft applications (ex: Word Excel Powerpoint Project Outlook etc)
Must hold EU citizenship or valid work permit for Portugal
Be a local candidate or willing to relocate to sunny Lisbon Portugal
Availability to work in a Hybrid model (3 days in the office) based on our Sete Rios site mandatory
Availability to work Monday to Friday from 9h to 18h mandatory
Education and experience:
Minimum 12 months of call center experience preferably as a Product Specialist/Mentor. Successful coaching and management of others
Should be at least one certified/finalized professional education
Good performance and behaviors in your current role - mandatory
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
!
Required Experience:
IC