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Lisboa, Portugal, PT
Job Description:
Come and work with us.
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:
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, aiming to improve service delivery in all aspects (soft skills, product knowledge, systems skills).
Participating in meetings with supervisors, Team Managers, and Project Leaders to discuss monitoring outcomes.
Reporting script problems or questions to relevant departments.
Assisting clients in monitoring specific programs as needed.
Communicating with supervisors about program changes and CSR actions for performance appraisals.
Creating and executing monthly call monitoring plans and tracking achievements.
Contributing relevant information for the Monthly Quality Report.
Providing feedback to the training department on issues identified during monitoring for incorporation into 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.
Maintaining a team environment that promotes teamwork, loyalty, and pride in the company.
Ensuring compliance with all security policies and requirements of the company and client.
To succeed in this role, you will need to have:
Native or proficient
Portuguese (C2)
- mandatory
Advanced
English (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 skills and ability to offer suggestions
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, 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
Be a local candidate or willing to relocate to Lisbon, Portugal (on-site)
Education and Experience
Minimum 1 year of experience in BPO production or comparable customer service
At least one professional certification or completed education
Previous team management experience is a plus
Other Details
Start date: May 19th
Benefits
Competitive wages
Paid professional training
Employee discounts
Private healthcare & dental insurance (after six months)
Growth opportunities through development programs
Engaging company initiatives, including wellness programs
Job stability
Skills and experience development
Positive 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
!
Watch this video to get a sneak peek of the job in action
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