English Quality Analyst

2 semanas atrás

Lisboa, Lisboa, Portugal Foundever Tempo inteiro

Come and work with us.
We are looking for a

UK English Culture 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 clients 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.
  • Making sure that our team is using the appropriate terms/language in terms of UK culture
  • Provide soft skills training/coaching in terms of UK Culture
To succeed in the role, you will need to have:

  • Strong verbal and written communication skills
  • native level of UK English
  • mandatory
  • Full Availability to work daily from 7 Rios Site (Lisbon)
  • mandatory
  • Availability to work from Monday to Friday, 9am to 6pm on site
  • mandatory
  • 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

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 companywide initiatives, including our EverBetter wellness program
  • Job stability
  • Lifelong 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.

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