English Quality Analyst

2 meses atrás

Porto, Portugal Foundever Tempo inteiro

English Quality Analyst - Porto, Portugal

Req ID#: 383371

Porto, Portugal, PT

Job Description:

Come and work with us.

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

Job Segment: Project Manager, BPO, Technology, Operations, Quality

  • Quality Assurance Analyst

    2 semanas atrás

    Porto, Portugal Losch Digital Lab Tempo inteiro

    At Losch Digital Lab we are creating the next generation of software products for automotive and mobility companies. This team was created at the beginning of 2018 as a software house within Losch Luxembourg, a company with over 70 years of a successfully history and with the goal of being ahead of the pack in the automotive and mobility solutions field. You...

  • Quality Assurance Analyst

    4 semanas atrás

    Porto, Portugal BySide Tempo inteiro

    **BySide is seeking a Quality Assurance Analyst to join our Engineering team.** Our Engineering team is in charge of building the next generation of our platform and optimise a highly scalable system’s architecture. Our platform is critical for business operations in some of the world’s largest retailers, banking and telecommunications companies. We...

  • Quality Risk Analyst

    Há 3 dias

    Porto, Portugal Continental Tempo inteiro

    Your tasks **Job Description**: We are seeking a highly motivated and independent Quality Risk Analyst to join our team. In this role, you will be responsible for processing and analyzing quality-related big data that derive actionable insights that will drive continuous improvement in our operations. You'll need to utilize cutting-edge tools and practices...

  • Quality Risk Analyst

    Há 2 dias

    Porto, Portugal Continental Tempo inteiro

    Job DescriptionJob Description: We are seeking a highly motivated and independent Quality Risk Analyst to join our team. In this role, you will be responsible for processing and analyzing quality-related big data that derive actionable insights that will drive continuous improvement in our operations. You'll need to utilize cutting-edge tools and...

  • Quality Risk Analyst

    Há 3 dias

    Porto, Porto, Portugal Continental Tempo inteiro

    Job Description: We are seeking a highly motivated and independent Quality Risk Analyst to join our team. In this role, you will be responsible for processing and analyzing quality-related big data that derive actionable insights that will drive continuous improvement in our operations. You'll need to utilize cutting-edge tools and practices to provide...

  • Quality Risk Analyst

    Há 3 dias

    Porto, Portugal Continental Tempo inteiro

    Job Description: We are seeking a highly motivated and independent Quality Risk Analyst to join our team. In this role, you will be responsible for processing and analyzing quality-related big data that derive actionable insights that will drive continuous improvement in our operations. You'll need to utilize cutting-edge tools and practices to provide...

  • Analista De Qualidade/Quality Analyst

    1 semana atrás

    Porto, Portugal Manpowergroup Portugal Tempo inteiro

    Manpower Portugal, a leading company in Human Resources Management, is recruiting a Analista de Qualidade/Quality Analyst (m/f) for a prestigious client in the Portugal.Key Duties and Responsibilities: Responsible for:• Conduct daily audits using the client defined quality methodology.• Share results with the client on a weekly basis.• Complete...

  • Quality Risk Analyst

    Há 4 dias

    Porto, Portugal Continental Tempo inteiro

    Job Description Job Description:  We are seeking a highly motivated and independent Quality Risk Analyst to join our team. In this role, you will be responsible for processing and analyzing quality-related big data that derive actionable insights that will drive continuous improvement in our operations. You'll need to utilize cutting-edge tools and...

  • Quality Analyst

    Há 1 mês

    Porto, Portugal Metyis Tempo inteiro

    We are looking for a Quality Analyst to join our Software and Hardware Team in Porto. * What we offer* - Interact with C-level at our clients on regular basis to drive their business towards impactful change; - Lead your team in creating new business solutions via data-driven insights; - Seize opportunities at the client and at Metyis in our entrepreneurial...

  • Quality Assurance Analyst

    Há 1 mês

    Porto, Portugal Uphold Tempo inteiro

    **About Uphold** We are a Web 3 Financial Platform - Founded in 2013 and launched in 2014, Uphold has more than 8 million customers in over 150 countries. Recently ranked #1 in the San Francisco Business Times Fast 100 List, Uphold serves over 10 million customers in more than 180 countries. Uphold is a FinTech bridge between the old and new money systems....

  • Quality Assurance Analyst

    4 semanas atrás

    Porto, Portugal Bridge In Tempo inteiro

    IntroductionThis opportunity is for a global healthcare device and services company that provides technology for sleep testing and solutions for sleep health and general well-being to its clients. The cloud software platform manages complex patient and physician workflows, facilitate collaboration on patient care between medical professionals, monitor...

  • QA Analyst

    3 semanas atrás

    Porto, Porto, Portugal Precise Tempo inteiro

    We are looking for a QA Analyst to join our client's team. Our client is a healthcare technological company focused on sleep testing and solutions for sleep health with offices in Oporto. ResponsibilitiesAs a QA Analyst, you will be responsible for developing test plans, cases, scripts and reports on a variety of projects. Perform testing tools in different...

  • Swedish speaking Quality Analyst

    Há 1 mês

    Porto, Portugal Foundever Tempo inteiro

    Swedish speaking Quality Analyst - Athens, Greece Req ID#: 372951 Athens, Athens, GR Job Description: About Foundever™ Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative...

  • Data Quality Analyst

    4 semanas atrás

    Porto, Porto, Portugal Techinfor Tempo inteiro

    O Grupo Reditus especializado em Tecnologias de Informação e Serviços de Outsourcing, estamos constantemente à procura de pessoas motivadas e ambiciosas, que procuram projetos desafiantes e que permitam o desenvolvimento de competências.Estamos a recrutar - Data Quality Analyst com o seguinte perfil: Licenciatura nas áreas de Matemáticas Aplicadas,...

  • Quality Assurance Analyst

    4 semanas atrás

    Porto, Portugal Dellent Consulting Tempo inteiro

    A Dellent Consulting é uma empresa portuguesa especializada em serviços de consultoria e engenharia de sistemas de informação e telecomunicações. Potenciamos os melhores talentos na área das TICEs, promovendo uma cultura de mérito orientada para a criação de sinergias entre clientes e profissionais. Procuramos profissionais na área de Quality...

  • Quality Data Analyst

    Há 1 mês

    Porto, Portugal HAYS Tempo inteiro

    Quality Data Analyst (M/F/d) | Entidade de Referência | Porto A empresa onde vai trabalhar A sua nova função Gestão de inquéritos, desde o planeamento à entrega de resultados; Produção e análise de informação, quantitativa e qualitativa; Acompanhamento do sistema de informação da área da Qualidade; Desenvolvimento de modelos de dados e...

  • QA Analyst

    Há 1 mês

    Porto, Portugal Dellent Consulting Tempo inteiro

    This project is part of the business investment banking and financial services area, and currently has its technological hub in Porto and is working on the development of innovative solutions and support for all operations related to the business. Perfil PretendidoWe are looking for a QA Analyst to work in this project in Porto. What are we looking for? -...

  • Credit Risk Quality Assurance Analyst

    Há 1 mês

    Porto, Portugal Natixis in Portugal Tempo inteiro

    Company Description Natixis in Portugal is fully integrated in the global organization of Natixis, a French multinational financial services firm specialized in Asset & Wealth Management, Corporate & Investment Banking, Insurance and Payments. A subsidiary of Groupe BPCE, Natixis counts nearly 16.000 employees across 38 countries. Based in Porto, Natixis...

  • Qa Analyst

    2 semanas atrás

    Porto, Portugal Precise Recruitment & Selection Tempo inteiro

    We are looking for a QA Analyst to join our client's team. Our client is a healthcare technological company focused on sleep testing and solutions for sleep health with offices in Oporto.ResponsibilitiesAs a QA Analyst , you will be responsible for developing test plans, cases, scripts and reports on a variety of projects. Perform testing tools in different...

  • Qa Analyst

    2 semanas atrás

    Porto, Portugal Precise Recruitment & Selection Tempo inteiro

    We are looking for a QA Analyst to join our client's team. Our client is a healthcare technological company focused on sleep testing and solutions for sleep health with offices in Oporto. Responsibilities As a QA Analyst, you will be responsible for developing test plans, cases, scripts and reports on a variety of projects. Perform testing tools in different...