Spanish Quality Analyst for a Provider of Risk Management products - Porto, Portugal
Porto, Portugal, PT
Job Description :
Come and work with us.
We are seeking a Spanish Quality Analyst to ensure that all external and internal requirements are met. You will monitor procedures and outputs, and identify mistakes or non-conformity issues.
As a Quality Analyst in this project, your daily responsibilities will include :
1. Monitoring CSR’s performance daily by listening to, reviewing, and evaluating calls.
2. Providing feedback to CSRs on service quality to ensure adherence to procedures and scripts, aiming to improve overall caller experience (soft skills, product knowledge, systems skills).
3. Participating in meetings with supervisors and team leaders to discuss monitoring outcomes.
4. Reporting script issues or questions to relevant departments.
5. Assisting clients in monitoring specific programs as needed.
6. Communicating program changes and CSR actions to supervisors for performance evaluations.
7. Creating and executing a monthly call monitoring plan, tracking achievements.
8. Contributing relevant information to the Monthly Quality Report.
9. Providing feedback to the training department about issues identified during monitoring for incorporation into new agent training.
10. Acting as a CSR at least half a day per week to maintain experience.
11. Participating in monthly calibration sessions to align scoring and call interpretation skills with other QARs.
12. Understanding and complying with all company and client security policies.
13. Ensuring team compliance with security policies, providing knowledge and taking action against non-compliance.
To succeed in this role, you will need :
* Native or proficient Spanish (mandatory)
* Advanced English skills (C1 or higher), both verbal and written
* Strong organizational and time management skills
* Ability to work with diverse backgrounds
* Fair and consistent judgment and decision-making abilities
* Problem-solving skills and proactive suggestions
* Influencing behavior positively
* Effective project management skills
* Adherence to organizational policies
* Constructive feedback skills for performance improvement
* Ability to organize, prioritize, and multitask
* Knowledge of effective scripting
* Experience with training and coaching techniques
* Logical, objective call assessment approach
* Ability to provide positive, supportive feedback
* Proficiency in Microsoft Office applications
* EU citizenship or valid work permit for Portugal
* Willingness to relocate to Porto, Portugal, if not local
Education and experience :
* Minimum 6 months experience in BPO or similar customer service roles
* At least one professional certification or completed education program
* Competitive wages and paid professional training
* Private healthcare and dental insurance after six months
* Opportunities for growth and development
* Engaging company initiatives and wellness programs
* Job stability and lifelong skills development
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