Dutch Quality Analyst
5 meses atrás
Estamos à procura de um analista de qualidade no idioma holandês para garantir que todos os requisitos externos e internos são cumpridos. Será responsável pelo controlo de procedimentos e resultados e pela identificação de erros ou problemas de não-conformidade. Esta posição é para um projeto de uma cadeia de hóteis.
Como Analista de Qualidade neste projeto, as suas responsabilidades diárias incluirão:
- Monitorizar diariamente o desempenho dos CSR, gravando, ouvindo, revendo e avaliando as chamadas;
- Fornece feedback adequado aos RSC sobre a qualidade do serviço, para garantir a adesão aos procedimentos e guiões, com o objetivo de melhorar o serviço prestado ao cliente em todos os aspectos (competências transversais, conhecimento do produto, competências sistémicas);
- Assistir e participar em reuniões com supervisores e chefes de equipa/responsáveis de projeto para discutir os resultados da monitorização;
- Ajuda o nosso cliente a monitorizar programas específicos, conforme necessário;
- Comunica com os supervisores sobre as alterações ao programa e comunica as acções de RSE aos supervisores para avaliação do desempenho;
- Elaborar um plano mensal de monitorização de chamadas e executá-lo. Mantém o registo do que foi alcançado;
- Fornece informações relevantes para o relatório mensal de qualidade;
- Fornece feedback ao departamento de formação sobre questões decorrentes do controlo que têm de ser resolvidas quando os novos colaboradores vão receber formação;
- Actua pelo menos meio-dia por semana como CSR para manter a experiência;
- Participa em sessões mensais de calibração para garantir que as competências de pontuação e interpretação das chamadas estão ao mesmo nível que as dos outros QAR;
- Assume a responsabilidade pessoal de compreender e cumprir todos os requisitos e políticas de segurança da empresa e do cliente;
- Assegura-se de que todos os membros da equipa cumprem integralmente as políticas e os requisitos de segurança da empresa e do cliente, garantindo que o pessoal dispõe de um nível adequado de conhecimento/consciência para poder cumprir as políticas no contexto das suas funções e tomando as medidas adequadas sempre que se identifique um incumprimento.
Para ser bem-sucedido nesta função, é necessário ter:
- Língua neerlandesa nativa ou proficiente, falada e escrita (obrigatório);
- Nível avançado de inglês (pelo menos C1), tanto a nível verbal como escrito;
- Fortes capacidades de comunicação verbal e escrita;
- Boas capacidades de organização/gestão do tempo;
- Capacidade de trabalhar com uma variedade de pessoas de diferentes origens;
- Capacidade de efetuar julgamentos e tomar decisões justas e coerentes;
- Capacidade para resolver problemas e apresentar sugestões;
- Capacidade de influenciar comportamentos;
- Gestão eficaz de projectos;
- Capacidade de aderir a todas as políticas e procedimentos organizacionais;
- Capacidade de dar feedback construtivo aos CSRs que conduzam à melhoria do desempenho;
- A experiência em vendas seria uma vantagem;
- Capacidade de utilizar eficazmente aplicações Microsoft (por exemplo: Word, Excel, Powerpoint, Project, Outlook, etc.);
- Ter cidadania europeia ou autorização de trabalho válida em Portugal;
Formação e experiência:
- Mínimo de 6 meses a trabalhar em BPO ou num serviço ao cliente comparável;
- Deverá ter pelo menos uma formação profissional certificada/finalizada;
**Benefícios**:
- Salário competitivo;
- Formação profissional remunerada;
- Descontos para colaboradores;
- Seguro de saúde privado e seguro dentário (após seis meses de emprego);
- Oportunidades de crescimento através de vários programas de desenvolvimento;
- Iniciativas divertidas e envolventes em toda a empresa, incluindo o nosso programa de bem-estar EverBetter;
- Estabilidade no emprego;
- Competências e experiência para toda a vida;
- Excelente cultura de trabalho.
**Tipo de oferta**: Integral/Full-time
**Benefícios**:
- Cartão/Ticket refeição
- Seguro saúde
Horário de trabalho:
- Turno de 8 horas
Tipos de pagamento complementares:
- Bónus de performance
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