German Quality Assurance Specialist
We are seeking a highly skilled German Quality Assurance Specialist to join our team. The ideal candidate will have excellent communication skills, attention to detail and the ability to work independently.
* The successful candidate will be responsible for monitoring procedures and outputs, identifying mistakes or non-conformity issues. They will also be required to provide feedback to staff on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to customers in all aspects (soft skills, product knowledge, systems skills).
Responsibilities:
1. Monitoring CSR's performance on a daily basis, by reviewing and evaluating calls.
2. Providing 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 customers in all aspects (soft skills, product knowledge, systems skills).
3. Attending and participating in meetings with supervisors and Team Managers/Project Leaders to discuss outputs of monitoring.
4. Reporting script problems or questions to appropriate areas.
5. Assisting clients in monitoring specific programs as needed.
6. Communicating with supervisors on program changes, and communicating CSR actions to supervisors for performance appraisals.
7. Making monthly call monitoring plan and executing this plan. Keeping track of what has been achieved.
8. Providing relevant information for Monthly Quality Report.
9. Providing feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained.
10. Acting at least half a day per week as CSR to keep up experience.
11. Participating in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
12. Taking personal responsibility to understand and comply with all company and client security requirements and policies.
13. Ensuring 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.
Requirements:
* Native or proficient German (C2) - mandatory.
* Advanced level of English (C1 - 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.
* Ability to solve problems and offer suggestions.
* Ability to influence behavior.
* Effective project management.
* Ability to adhere to all organizational policies and procedures.
* Ability to give constructive feedback to CSRs which lead to performance improvement.
* Ability to organize, prioritize and multi-task.
* Good knowledge of effective scripting.
* Experience of relevant training and coaching techniques.
* Logical and objective approach to call assessment.
* 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.
* Be a local candidate or willing to relocate to sunny Lisbon, Portugal (work on site).