Italian + Spanish Quality Analyst for a leading manufacturer of drones - Lisbon, Portugal

　　Req ID#: 379270

　　Lisboa, Portugal, PT

　　Job Description:

　　Come and work with us.

　　We are looking for a Italian + Spanish 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:

　　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 monitoring

　　Reports script problems or questions to appropriate areas

　　Assists our client 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 execute this plan. Keeps track of what has been achieved

　　Provides 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 trained

　　Acts at least half a day per week as CSR to keep up experience

　　Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.

　　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 Italian spoken and in written (mandatory)

　　Native or proficient Spanish spoken and in written (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 influence behavior

　　Effective project management

　　Ability to adhere to all organizational policies and procedures

　　Ability to give constructive feedback to CSRs which lead to performance improvement

　　Counseling skills

　　Ability to organize, prioritize and multi-task

　　Good 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

　　Sales expertise would be a plus

　　Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc)

　　Must hold EU citizenship or valid work permit for Portugal

　　Be a local candidate or willing to relocate to Lisbon, Portugal

　　Education and experience

　　Minimum of 6 months working in BPO production or comparable customer service

　　Should be at least one certified/finalized professional education

　　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 !

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