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German Quality Analyst for Social Media Trending Videos Service and Delivery - Lisbon, Portugal
Client: Foundever
Location: Lisbon, Portugal
Job Category: Other
EU work permit required: Yes
Job Reference: 87a4a7984fea
Job Views: 2
Posted: 10.05.2025
Expiry Date: 24.06.2025
Job Description:
German Quality Analyst for Social Media Trending Videos Service and Delivery - Lisbon, Portugal
Req ID#: 393299
Lisboa, Portugal, PT
Come and work with us.
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. Monitoring CSR's performance daily by taping, listening to, reviewing, and evaluating calls.
2. Providing feedback to CSRs on service quality to ensure adherence to procedures and scripts, aiming to improve service delivery (soft skills, product knowledge, systems skills).
3. Participating in meetings with supervisors and team managers to discuss monitoring outputs.
4. Reporting script problems or questions to relevant departments.
5. Assisting clients in monitoring specific programs as needed.
6. Communicating with supervisors about program changes and CSR performance for appraisals.
7. Creating and executing monthly call monitoring plans, tracking achievements.
8. Providing relevant information for Monthly Quality Reports.
9. Feeding back issues to the training department for new agent training.
10. Acting as a CSR at least half a day per week to maintain experience.
11. Participating in calibration sessions to ensure scoring consistency.
12. Understanding and complying with all security policies and requirements of Foundever and the client.
To succeed in this role, you will need:
1. Native or proficient German (mandatory)
2. Advanced English skills (at least C1), both verbal and written
3. Good organization and time management skills
4. Ability to work with diverse backgrounds
5. Fair and consistent judgment and decision-making skills
6. Problem-solving and suggestion skills
7. Ability to influence behavior
8. Effective project management skills
9. Adherence to organizational policies
10. Constructive feedback skills for performance improvement
11. Counseling skills
12. Organizational, prioritization, and multitasking abilities
13. Knowledge of effective scripting
14. Experience with training and coaching techniques
15. Logical approach to call assessment
16. Positive feedback delivery skills
17. Proficiency with Microsoft Office applications
18. Must hold EU citizenship or valid work permit for Portugal
19. Willingness to relocate to Lisbon, Portugal
20. Availability to work at Sete Rios site
21. Availability for 8 am-8 pm shifts, Monday to Sunday
Education and experience:
1. Minimum 6 months in BPO or customer service roles
2. At least one professional certification or completed education
Benefits include:
- Competitive wages
- Paid training
- Employee discounts
- Private healthcare & dental insurance (after six months)
- Development programs and growth opportunities
- Engaging company initiatives and wellness programs
- Job stability and lifelong skills
- Excellent work culture
Join Foundever to enhance your career and quality of life.
Apply today
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