German Quality Specialist for an online travel agency - Remote, Portugal We are looking for aGerman Quality S pecialistto join our team.Primary ResponsibilitiesMonitors 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 monitoringReports script problems or questions to appropriate areasAssists clients in monitoring specific programs as neededCommunicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisalsMakes monthly call monitoring plan and executes this plan. Keeps track of what has been achievedProvides 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 trainedActs at least half a day per week as CSR to keep up experienceParticipates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at thesame level as that of other QARs.ComplianceTakes 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 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.RequirementsGermannative/C2 level -mandatoryStrong verbal and written communication skillsGood organization/time management skillsAbility to work with a variety of people from diverse backgroundsAbility to make fair and consistent judgments and decisionsAbility to solve problems and offer suggestionsAbility to adhere to all organizational policies and proceduresAbility to give constructive feedback to CSRs which leads to performance improvement.Excelent Customer Service and sales (retention) skillsKnowledge/Abilities:Knowledge of Foundever policies, procedures, products, and services.Ability to organize, prioritize, and multi-task.Good knowledge of effective scriptingExperience of relevant training and coaching techniquesAbility to provide feedback in a positive and supportive mannerAble to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook, etc)Must hold EU citizenship or valid work permit for PortugalOtherEnjoy the benefits of working from homeExpected Schedules: Monday to Friday between 8h to 17hExperience as a Quality Analyst or Coach will be an added valueCompetitive wagesPaid professional trainingPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experienceGo further with Foundever We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.Apply today !Watch this video to get a sneak peek of the job in action #J-18808-Ljbffr