We are looking for a Quality Assurance Specialist to ensure that all external and internal requirements are met.
As a Quality Assurance Specialist in this project, your daily responsibilities will include:
* Monitoring call center representatives on a daily basis by listening, reviewing and evaluating calls.
* Providing feedback to call center representatives to ensure adherence to procedures and scripts with the aim to improve service delivery to customers in all aspects (soft skills, product knowledge, systems skills).
* Attending meetings with supervisors and team managers/project leaders to discuss monitoring outputs.
* Reporting script problems or questions to relevant areas.
* Assisting our clients in monitoring specific programs as needed.
* Communicating with supervisors on program changes, and communicating call center representative actions to supervisors for performance appraisals.
* Making monthly call monitoring plans and executing them. Keeping track of what has been achieved.
* Providing relevant information for monthly quality reports.
* Providing feedback to the training department about issues arising from monitoring which need to be addressed when new representatives are trained.
* Taking personal responsibility to understand and comply with all company security requirements and policies.
* Ensuring that all team members comply fully with security policies and requirements, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with policies within the context of their role and taking appropriate action when non-compliance is identified.
To succeed in this role, you will need to have:
* An advanced level of English (mandatory).
* An advanced level of Arabic (mandatory).
* Strong verbal and written communication skills.
* Good organizational/time management skills.
* The ability to work with a variety of people from diverse backgrounds.
* The ability to make fair and consistent judgments and decisions.
* The ability to solve problems and offer suggestions.
* The ability to influence behavior.
* Effective project management.
* The ability to adhere to all organizational policies and procedures.
* The ability to give constructive feedback to call center representatives which leads to performance improvement.
* Counseling skills.
* The ability to organize, prioritize and multitask.
* Good knowledge of effective scripting.
* Experience of relevant training and coaching techniques.
* A logical and objective approach to call assessment.
* The ability to provide feedback in a positive and supportive manner.
* Sales expertise would be a plus.
* The ability to effectively use Microsoft applications (e.g. Word, Excel, PowerPoint, Project, Outlook etc.).
* Availability to work a hybrid model from our Porto site (Monday and Wednesday at the office) - mandatory.
* Availability to work from Monday to Friday 8:00 am to 5:00 pm.
* Must hold EU citizenship or a valid work permit for Portugal.
Benefits
* Competitive wages.
* Paid professional training.
* Employee discounts.
* Fun and engaging company-wide initiatives including our EverBetter wellness program.
* Job stability.
* Life-long skills and experience.
* Excellent work culture.
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Apply today!