Job Title: Spanish Quality Analyst
We are seeking a Spanish Quality Analyst to ensure all external and internal requirements are met. Your responsibilities will include monitoring procedures and outputs, and identifying mistakes or non-conformity issues.
As a Quality Analyst on this project, your daily duties will involve:
1. Monitoring CSR performance daily through call recordings, reviews, and evaluations.
2. Providing feedback to CSRs on service quality to ensure adherence to procedures and scripts, aiming to improve soft skills, product knowledge, and system skills.
3. Participating in meetings with supervisors and team managers to discuss monitoring outcomes.
4. Reporting script issues or questions to relevant departments.
5. Assisting in monitoring specific programs as needed.
6. Communicating program changes and CSR actions to supervisors for performance reviews.
7. Creating and executing monthly call monitoring plans, tracking achievements.
8. Contributing relevant data for the Monthly Quality Report.
9. Providing feedback to the training department on issues identified during monitoring for new agent training.
10. Acting as a CSR at least half a day per week to maintain experience.
11. Participating in calibration sessions to align call scoring and 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 on non-compliance.
To succeed in this role, you should have:
* Native or proficient Spanish language skills.
* Proficient English (C1) level.
* Strong communication skills, both verbal and written.
* Good organizational and time management skills.
* Ability to work with diverse backgrounds.
* Fair and consistent judgment and decision-making abilities.
* Problem-solving skills and the ability to offer suggestions.
* Influencing skills.
* Effective project management capabilities.
* Adherence to organizational policies.
* Ability to provide constructive feedback to improve CSR performance.
* Organizational, prioritization, and multitasking skills.
* Knowledge of effective scripting and coaching techniques.
* Logical, objective call assessment approach.
* Ability to give positive and supportive feedback.
* Sales experience is a plus.
* Proficiency in Microsoft Office applications.
* Availability to work 100% onsite in Porto.
* Availability to work from 8 AM to 8 PM, Monday through Friday.
Education and experience requirements include:
* At least 6 months of experience in BPO or customer service roles.
* At least one professional certification or completed education.
* Competitive wages and paid professional training.
* Private healthcare and dental insurance after six months.
* Opportunities for growth through development programs.
* Engaging company initiatives and wellness programs.
* Job stability and lifelong skills development.
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