Come and work with us.
We are looking for a Arabic speaking Quality Specialist to join our team.
As a Quality Specialist in this project, your daily responsibilities will include: Monitors CSR's performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring.
Reports script problems or questions to appropriate areas.
Assists clients in monitoring specific programs as needed.
Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals.
Makes monthly call monitoring plan and executes this plan.
Keeps track of what has been achieved.
Provides relevant information for Monthly Quality Report.
Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained.
Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies.
Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, 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 of Arabic - mandatory.
Advanced level of English .
Experience in Sales - mandatory.
Strong verbal and written communication skills.
Good organization/time management skills.
Ability to work with a variety of people from diverse backgrounds.
Ability to make fair and consistent judgments and decisions.
Ability to solve problems and offer suggestions.
Ability to adhere to all organizational policies and procedures.
Ability to create constructive feedback which leads to performance improvement.
Quality Assurance skills.
Excellent Customer Service skills.
Knowledge/Abilities: Ability to organize, prioritize, and multi-task.
Good soft skills.
Experience of relevant training and coaching techniques is desirable.
Ability to provide feedback in a positive and supportive manner even if not direct with CSRs.
Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook, etc).
Must hold EU citizenship or valid work permit for Portugal.
Other: Availability to work Hybrid model from our site in Porto.
Expected Schedules: Monday to Friday between 8h to 17h.
Experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant is desirable.
Benefits.
Competitive wages Paid professional training Employee discounts Private healthcare dental insurance (after six months of employment) Growth opportunities through various development programs Fun and engaging company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent work culture Go further with Foundever® We believe in memorable associate experiences.
Here, you can improve your quality of life and grow your career.
Apply today !