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English Quality Analyst

3 meses atrás

Porto, Portugal Sitel Corp. Tempo inteiro

Press Tab to Move to Skip to Content Link 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 monitoringReports script problems or questions to appropriate areasAssists our client 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.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 skillsGood 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 improvementCounseling skillsAbility to organize, prioritize and multi-taskGood 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 plusAble to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc)Training Delivery is 100% on Porto Site Schedule - 8:00 to 17:00 Monday to FridayAvailability to work in hybrid mode from the Porto Site - mandatoryMust hold EU citizenship or valid work permit for PortugalEducation and experienceMinimum of 6 months working in BPO production or comparable customer service Should be at least one certified/finalized professional education 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 Watch this video to get a sneak peak of the job in action
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