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We are looking for a Spanish Quality Analyst to ensure that all external and internal requirements are met. You will be responsible for monitoring procedures and outputs and identifying mistakes or non-conformity issues.
As a Quality Analyst in this project, your daily responsibilities will include:
1. Monitors CSR's performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
2. Provides 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 the caller in all aspects (soft skills, product knowledge, systems skills)
3. Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
4. Reports script problems or questions to appropriate areas
5. Assists clients in monitoring specific programs as needed
6. Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
7. Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved
8. Provides relevant information for Monthly Quality Report.
9. Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
10. Acts at least half a day per week as CSR to keep up experience
11. Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
12. Takes personal responsibility to understand and comply with all company and client security requirements and policies.
13. Ensures 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.
To succeed in the role, you will need to have:
14. Native or proficient Spanish (C2) - mandatory
15. Advanced level of English (C1 - C2) both verbal and written
16. Good organization / time management skills
17. Ability to work with a variety of people from diverse backgrounds
18. Ability to make fair and consistent judgments and decisions
19. Ability to solve problems and offer suggestions
20. Ability to influence behavior
21. Effective project management
22. Ability to adhere to all organizational policies and procedures
23. Ability to give constructive feedback to CSRs which lead to performance improvement
24. Ability to organize, prioritize and multi-task
25. Good knowledge of effective scripting
26. Experience of relevant training and coaching techniques
27. Logical and objective approach to call assessment
28. Ability to provide feedback in a positive and supportive manner
29. Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc)
30. Must hold EU citizenship or valid work permit for Portugal
31. Be a local candidate or willing to relocate to sunny Lisbon, Portugal (work on site)
Education and experience.
32. Minimum 1 year of working in BPO production or comparable customer service
33. Should be at least one certified/finalized professional education
Other details
34. Start date: May 19th
Benefits.
35. Competitive wages
36. Paid professional training
37. Employee discounts
38. Private healthcare & dental insurance (after six months of employment)
39. Growth opportunities through various development programs
40. Fun and engaging company-wide initiatives, including our EverBetter wellness program
41. Job stability
42. Life-long skills and experience
43. Excellent work culture
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