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We are looking for a
Dutch 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, with the aim to improve the service delivered to callers (soft skills, product knowledge, systems skills).
Attending and participating in meetings with supervisors and team managers/project leaders to discuss monitoring outputs.
Reporting script problems or questions to relevant departments.
Assisting clients in monitoring specific programs as needed.
Communicating program changes to supervisors and CSR actions for performance appraisals.
Creating and executing a monthly call monitoring plan, tracking achievements.
Providing relevant information for the monthly quality report.
Offering feedback to the training department on issues identified during monitoring for incorporation in new agent training.
Acting as a CSR for 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 and raising awareness when non-compliance is observed.
To succeed in this role, you will need to have:
Native or proficient
Dutch (C2) - mandatory
Advanced
English (C1 - C2)
skills, both verbal and written
Good organizational and time management skills
Ability to work with diverse backgrounds
Ability to make fair, consistent judgments and decisions
Problem-solving and suggestion-offering skills
Influencing skills
Effective project management abilities
Adherence to organizational policies and procedures
Constructive feedback skills for performance improvement
Organizational, prioritization, and multitasking skills
Knowledge of effective scripting
Experience with training and coaching techniques
Logical and objective call assessment approach
Ability to give positive, supportive feedback
Proficiency in Microsoft Office applications
Must hold EU citizenship or valid work permit for Portugal
Willingness to relocate to sunny Lisbon, Portugal (on-site)
Education and Experience
Minimum 1 year of experience in BPO or customer service
At least one certified or finalized professional education
Competitive wages
Paid professional training
Private healthcare and dental insurance (after six months)
Growth opportunities via development programs
Engaging company initiatives, including wellness programs
Job stability
Long-term skills and experience
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