Italian Quality Specialist for an online travel agency - Remote, PortugalLisboa, Portugal, PT Job DescriptionCome and work with us.We are looking for aItalian Quality Specialistto 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 scripts to 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 discuss outputs 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 picked up 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 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: Italiannative/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. Excellent 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: Enjoy the benefits of working from home Expected Schedules: Monday to Friday between 8h to 17h 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 FoundeverWe 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