ENGLISH QUALITY ANALYST
Descrição da oferta de emprego
We are looking for a 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 English 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) Monday to Friday - 8am to 5pm – mandatory Avaiability to hybrid work (2 days at the office, 3 days at home) Must hold EU citizenship or valid work permit for Portugal Be a local candidate or willing to relocate to Porto, 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 !
Detalhes da oferta
- Foundever™
- 02/04/2024
- 01/07/2024
Remote workpart of your daily activities will be:- render correct concepts and meanings between portuguese and english following complexity, clarity, tone, and style from one language to another; uphold the correct rules for grammar and syntax in both languages;requirements:- native command of ukrainian......
Our client is looking for a german or dutch video content analyst to join their growing team in lisbon – portugal... do you love social media? are you a fan of vlogging or constantly looking to videos to help solve your challenges? if the answer is yes, then you must start your career with a global company......
Our client is looking for a dutch video content analyst to join their growing team in lisbon – portugal... do you love social media? are you a fan of vlogging or constantly looking to videos to help solve your challenges? if theanswer is yes, then you must start your career with a global company working......
Our client is looking for a german video content analyst to join their growing team in lisbon – portugal... do you love social media? are you a fan of vlogging or constantly looking to videos to help solve your challenges? if theanswer is yes, then you must start your career with a global company working......
Strong communication skills... collaborate with incident response teams... familiarity with security tools and technologies... deep understanding of cyber threats and attack vectors... analytical mindset for threat detection... implement security measures and protocols... maintain documentation of security......
We are looking for a sap bo – reporting and data analyst with the following requirements: requisitos do trabalho • extraction and analysis of data from various sources;• participation in the data delivery process with the entire delivery environment;• import (incl... maintenance) of raw data from various......
Your main responsibilities: analyze business processes for improvement... excellent communication and interpersonal skills... work closely with teams to gather requirements... facilitate communication between technical and non-technical stakeholders... join us in shaping the future through insightful......
Your day to day: review user flagging reports regarding website content understand and remain up-to-date with client’s policies and guidelines analyze and identify content that is not in compliance with requirements and flag it for action in a timely manner review the reported content within......
We are looking for french and english speaking employees for our team in lisbon to support our customers (inbound calls, emails and chat) project starts 8... policy changes requests, updating payment details make claims and cancel requests our expectations: eu citizenship or a residence permit in portugal......
Requisitos do trabalho requirements: mandatory proficiency in english and dutch strong client-facing and communication skills customer service orientation available to work in fixed schedules role purpose: provide first level contact and convey resolutions to customer issues properly escalate unresolved......