French Quality Analyst

1 semana atrás

Lisboa, Lisboa, Portugal Sitel Corp. Tempo inteiro
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French Quality Analyst - Lisbon, Portugal Lisboa, Portugal, PT

Job Description:
Come and work with us. We are looking for a FrenchQuality Analystto 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.
Ourclientis the leading destination for short form mobile video, with the mission to inspire creativity and bring joy.
As a Quality Analystin 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 monitoringReports script problems or questions to appropriate areasAssists clients in monitoring specific programs as neededCommunicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisalsMakes monthly call monitoring plan and execute this plan.

Keeps track of what has been achievedProvides 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 trainedActs at least half a day per week as CSR to keep up experienceParticipates 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 cultureProvide soft skills training/coaching in terms of UK CultureTo succeed in the role, you will need to have:


Native or proficientFrench(mandatory)Advanced level ofEnglish(at least C1) both verbal and writtenAvailability to work fullyfrom site (Lisbon)- mandatoryGood organization / time management skillsAbility to work with a variety of people from diverse backgroundsAbility to make fair and consistent judgments and decisionsAbility to solve problems and offer suggestionsAbility to influence behaviorEffective project managementAbility to adhere to all organizational policies and proceduresAbility to give constructive feedback to CSRs which lead to performance improvement.

Counseling skillsMust hold EU citizenship or valid work permit for PortugalBe a local candidate or willing to relocate to sunny Lisbon, Portugal Benefits.

Competitive wagesPaid professional trainingEmployee discountsPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experienceExcellent 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

Provider
Description
Enabled
SAP as service provider
"route" is used for session stickiness
"careerSiteCompanyId" is used to send the request to the correct data center
"JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
Provider
Description
Enabled
Google Analytics 4
A web analytics service that tracks and reports website traffic.

An analytics tool that allows us to measure and optimize Facebook ads, build targeted audiences and remarket to our website users.

Google AdSense

Tracks when someone clicks on our ad and identifies them when they visit our website and complete an action, such as a form submission or sign-up.

LinkedIn Insight
Provides demographic insights about our website users. Supports optimization of campaigns and retargeting of our website users.
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