Dutch Quality Specialist - Lisbon, Portugal
Be among the first 25 applicants.
Responsibilities
* Strong emphasis on assessing audits via data analysis.
* Monitor CSR’s performance daily by tapping, listening to, reviewing, and evaluating calls.
* Provide appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts, aiming to improve service delivery across soft skills, product knowledge, and system skills.
* Attend and participate in meetings with supervisors and team managers/project leaders to discuss outcomes of monitoring.
* Report script problems or questions to appropriate areas.
* Assist clients in monitoring specific programs as needed.
* Communicate program changes to supervisors and relay CSR actions for performance appraisals.
* Make and execute a monthly call monitoring plan; track achievements.
* Provide relevant information for monthly quality report.
* Provide feedback to the training department regarding issues arising from monitoring to be addressed during new agent training.
* Act at least half a day per week as a CSR to maintain experience.
* Participate in monthly calibration sessions to ensure scoring skills and call interpretation are aligned with other QARs.
* Takes personal responsibility for understanding and complying with all company and client security requirements and policies.
* Ensure all team members comply fully with security policies and requirements of Foundever and the client, providing necessary awareness and taking action when non-compliance occurs.
Qualifications
* Native or proficient Dutch (mandatory).
* Native or proficient English (C2) both verbal and written.
* 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.
* Problem-solving and suggestion skills.
* Influencing behavior.
* Effective project management.
* Adherence to all organizational policies and procedures.
* Ability to give constructive feedback to CSRs leading to performance improvement.
* Counseling skills.
* Organize, prioritize and multi-task.
* Good knowledge of effective scripting.
* Experience with relevant training and coaching techniques.
* Logical and objective approach to call assessment.
* Provide feedback positively and supportively.
* Proficiency with Microsoft applications (Word, Excel, Powerpoint, Project, Outlook, etc.).
* Must hold EU citizenship or valid work permit for Portugal.
* Local candidate or willing to relocate to Lisbon, Portugal.
* Availability to work in a hybrid model – mandatory.
Education and Experience
* Minimum 6 months as a Quality Analyst, Quality Specialist, or Quality Assurance Auditor – mandatory.
* At least one certified/finalized professional education.
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.
* Lifelong skills and experience.
* Excellent work culture.
Go further with Foundever®
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Seniority Level
Entry level
Employment Type
Full-time
Job Function & Industries
Management; Outsourcing and Offshoring Consulting
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