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:
Monitoring CSR's performance daily by taping, listening to, reviewing, and evaluating calls.
Providing appropriate feedback to CSRs on service quality to ensure adherence to procedures and scripts, aiming to improve caller service in aspects like soft skills, product knowledge, and system skills.
Attending and participating in meetings with supervisors and team managers/project leaders to discuss monitoring outcomes.
Reporting script problems or questions to relevant departments.
Assisting clients in monitoring specific programs as needed.
Communicating with supervisors about program changes and CSR actions for performance appraisals.
Creating and executing a monthly call monitoring plan, tracking achievements.
Providing relevant information for the Monthly Quality Report.
Giving feedback to the training department on issues identified during monitoring, to be addressed in new agent training.
Acting as a CSR at least half a day per week to maintain experience.
Participating in monthly calibration sessions to align scoring and call interpretation skills with other QARs.
Understanding and complying with all company and client security policies.
Ensuring team compliance with security policies, providing knowledge/awareness, and taking action on non-compliance.
To succeed in this role, you will need to have:
Native or proficient
Spanish (C2) - mandatory
Advanced
English (C1 - C2)
skills, both verbal and written
Good organization and time management skills
Ability to work with diverse backgrounds
Ability to make fair, consistent judgments and decisions
Problem-solving skills and ability to offer suggestions
Influencing skills
Effective project management skills
Adherence to organizational policies and procedures
Ability to give constructive feedback to CSRs for performance improvement
Organizational, prioritization, and multitasking skills
Knowledge of effective scripting
Experience with training and coaching techniques
Logical, objective approach to call assessment
Ability to provide positive, supportive feedback
Proficiency in Microsoft applications (Word, Excel, PowerPoint, Outlook, etc.)
Must hold EU citizenship or a valid work permit for Portugal
Be a local candidate or willing to relocate to Lisbon, Portugal (on-site work)
Education and Experience
Minimum 1 year of experience in BPO production or customer service
At least one certified or completed professional education
Competitive wages
Paid professional training
Private healthcare and dental insurance (after six months)
Growth opportunities through development programs
Engaging company initiatives, including wellness programs
Job stability
Long-term skills and experience
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