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We are looking for a Portuguese Quality Analyst + Team Manager 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 QA and Team Manager in this project, your daily responsibilities will include:Monitors CSR's performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
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)Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoringReports script problems or questions to appropriate areasAssists clients in monitoring specific programs as neededCommunicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisalsMakes monthly call monitoring plan and execute this plan.
Keeps track of what has been achievedProvides relevant information for Monthly Quality Report.Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trainedActs at least half a day per week as CSR to keep up experienceParticipates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.Maintain an environment that supports the spirit of teamwork, where advisors are committed, loyal and take pride in working for the company.Takes personal responsibility to understand and comply with all company and client security requirements and policies.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:Native or proficient Portuguese (C2) - mandatoryAdvanced level of English (C2) both verbal and writtenGood organization / time management skillsAbility to work with a variety of people from diverse backgroundsAbility to make fair and consistent judgments and decisionsAbility to solve problems and offer suggestionsAbility to influence behaviorEffective project managementAbility to adhere to all organizational policies and proceduresAbility to give constructive feedback to CSRs which lead to performance improvementAbility to organize, prioritize and multi-taskGood knowledge of effective scripting Experience of relevant training and coaching techniques Logical and objective approach to call assessment Ability to provide feedback in a positive and supportive manner Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc)Must hold EU citizenship or valid work permit for PortugalBe a local candidate or willing to relocate to sunny Lisbon, Portugal (work on site)
Education and experience.Minimum 1 year of working in BPO production or comparable customer service Should be at least one certified/finalized professional educationPrevious relevant experience as Team Manager is a plus
Other details Start date: May 19th
Benefits.Competitive wagesPaid professional trainingEmployee discountsPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experienceExcellent work culture
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