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We are looking for a German Quality Analyst to ensure that all external and internal requirements are met. You will be responsible for monitoring procedures and outputs and identifying mistakes or non-conformity issues.
Our client is the leading destination for short form mobile video, with the mission to inspire creativity and bring joy.
As a Quality Analyst in this project, your daily responsibilities will include:
1. Monitors CSR's performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
2. Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
3. Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
4. Reports script problems or questions to appropriate areas
5. Assists clients in monitoring specific programs as needed
6. Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
7. Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved
8. Provides relevant information for Monthly Quality Report.
9. Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
10. Acts at least half a day per week as CSR to keep up experience
11. Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
12. Takes personal responsibility to understand and comply with all company and client security requirements and policies.
13. Ensures that all team members comply fully with the security policies and requirements of Foundever and client, 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:
14. Native or proficient German (mandatory)
15. Advanced level of English (at least C1) both verbal and written
16. Good organization / time management skills
17. Ability to work with a variety of people from diverse backgrounds
18. Ability to make fair and consistent judgments and decisions
19. Ability to solve problems and offer suggestions
20. Ability to influence behavior
21. Effective project management
22. Ability to adhere to all organizational policies and procedures
23. Ability to give constructive feedback to CSRs which lead to performance improvement
24. Counseling skills
25. Ability to organize, prioritize and multi-task
26. Good knowledge of effective scripting
27. Experience of relevant training and coaching techniques
28. Logical and objective approach to call assessment
29. Ability to provide feedback in a positive and supportive manner
30. Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc)
31. Must hold EU citizenship or valid work permit for Portugal
32. Be a local candidate or willing to relocate to sunny Lisbon, Portugal
33. Availability to work from our site in Sete Rios
34. Availability to work 8am-8pm (Lisbon Time Zone) - Monday to Sunday
Education and experience.
35. Minimum of 6 months working in BPO production or comparable customer service
36. Should be at least one certified/finalized professional education
Benefits.
37. Competitive wages
38. Paid professional training
39. Employee discounts
40. Private healthcare & dental insurance (after six months of employment)
41. Growth opportunities through various development programs
42. Fun and engaging company-wide initiatives, including our EverBetter wellness program
43. Job stability
44. Life-long skills and experience
45. Excellent work culture
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