Press Tab to Move to Skip to Content Link
Porto, Portugal, PT
Job Title: Portuguese and English Quality Analyst
We are seeking a Portuguese and English Quality Analyst to ensure compliance with external and internal standards.
Your responsibilities will include monitoring procedures and outputs, and identifying mistakes or non-conformity issues.
Our client is one of the largest online travel agencies worldwide, serving over 20 million customers.
Responsibilities: Monitor CSR performance daily through call listening, reviewing, and evaluation.Provide feedback to CSRs to improve service quality, focusing on soft skills, product knowledge, and system skills.Participate in meetings with supervisors and team managers to discuss monitoring outcomes.Report script issues or questions to relevant departments.Assist in monitoring specific programs as needed.Communicate program changes and CSR actions to supervisors for performance reviews.Create and execute monthly call monitoring plans, tracking achievements.Contribute to the Monthly Quality Report with relevant data.Inform training departments about issues identified during monitoring for future training.Spend at least half a day weekly as a CSR to maintain hands-on experience.Participate in calibration sessions to align scoring and call interpretation skills with other QARs.Comply with all company and client security policies and requirements.Qualifications: Proficiency in Portuguese (native or fluent, written and spoken)Advanced English skills (C1 or higher, verbal and written)Strong communication skillsExcellent organizational and time management skillsAbility to work effectively with diverse teamsFair judgment and decision-making abilitiesProblem-solving and suggestion skillsAbility to influence behavior positivelyEffective project management skillsExperience in providing constructive feedback and coachingKnowledge of scripting and call assessment techniquesProficiency in Microsoft Office applicationsMust hold EU citizenship or valid work permit for PortugalWilling to relocate to Porto, Portugal, or be a local candidateEducation and Experience: - Minimum 6 months experience in BPO or customer service roles- At least one professional certification or completed education program
Benefits: Competitive wagesPaid trainingEmployee discountsPrivate healthcare and dental insurance (after six months)Development programs and growth opportunitiesEngaging company initiatives and wellness programsJob stability and career growthPositive work cultureJoin us at Foundever
We value memorable experiences for our associates, supporting your quality of life and career growth.
Apply today!
Watch this video to see the job in action.
#J-18808-Ljbffr