Come and work with us.
We are looking for a German Quality Specialist to join our team.
As a Quality Specialist in this project, your daily responsibilities will include:
* Strong emphasis on assessing Audits via Data Analysis
* Monitors CSR's performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
* Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
* Reports script problems or questions to appropriate areas
* Assists clients in monitoring specific programs as needed
* Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
* Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
* Provides relevant information for Monthly Quality Report.
* Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
* Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies. Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, 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.
To succeed in the role, you will need to have:
* Native or proficient German - mandatory
* English advanced level - mandatory
* Strong Data Analysis skills
* Detail Oriented
* Strong verbal and written communication skills
* 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
* Knowledge of Foundever policies, procedures, products and services
* Ability to organize, prioritize and multi-task
* Good knowledge of effective scripting
* Logical and objective approach to call assessment
* Able to effectively use Microsoft applications (ex: 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
* Availability to work 100% from Sete Rios site (for the first 2 weeks) - mandatory
* Availability to work in a Hybrid model based on our Sete Rios site - mandatory
* Availability to work Monday to Friday from 9h to 18h - mandatory
* Good performance and behaviors in your current role - mandatory
Education and experience.
* Minimum - 12 months of call center experience, preferably as a Product Specialist/Mentor. Successful coaching and management of others
* Should be 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
* Life-long skills and experience
* Excellent work culture
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!