Italian Quality Analyst

3 semanas atrás

Lisboa, Lisboa, Portugal Foundever™ Tempo inteiro
Come and work with us.

We are looking for a Italian 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

To succeed in the role, you will need to have:

Native or proficient Italian (mandatory)
Advanced level of English (at least C1) both verbal and written
Availability to work fully from site (Lisbon) - 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
Must hold EU citizenship or valid work permit for Portugal
Be a local candidate or willing to relocate to sunny Lisbon, Portugal

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 FoundeverTM

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

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