German Quality Analyst
2 meses atrás
A Elevus é um grupo empresarial que oferece soluções inovadoras no mercado dos Recursos Humanos. Estamos no mercado desde 2001 a fornecer soluções de RH, não só em Portugal como também no mercado internacional.
O nosso cliente procura um **German Quality Analyst** para desempenhar
- Monitoriza 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 aspetos (competências transversais, conhecimento do produto, competências sistémicas);
- Assiste e participa em reuniões com supervisores e gestores de equipa/líderes de projeto para discutir os resultados da monitorização;
- Comunica problemas ou questões relacionadas com o guião às áreas adequadas;
- Ajuda os clientes a monitorizar programas específicos, conforme necessário;
- Comunica com os supervisores sobre as alterações ao programa e comunica as ações de RSE aos supervisores para avaliação do desempenho;
- Elabora um plano mensal de monitorização das chamadas e executa esse plano. Mantém um registo do que foi alcançado;
- Fornece informações relevantes para o Relatório Mensal de Qualidade;
- Dar feedback ao departamento de formação sobre questões decorrentes da monitorização que têm de ser abordadas aquando da formação de novos agentes;
- Fazer CSR uma vez por semana para manter a experiência;
- Participa em sessões mensais de avaliação para garantir que as competências de avaliação e interpretação das chamadas estão ao mesmo nível que as de outros QAR.
- Fluência em Inglês e Alemão (fator eliminatório)
- Disponibilidade para trabalhar por turnos de segunda a sexta-feira, das 8h às 17h
- Remuneração compatível com a função
- Bónus de performance
- Bónus de idioma
- Outros complementos
- Seguro de saúde após 6 meses (Médis)
**Tipo de oferta**: Integral/Full-time
**Benefícios**:
- Cartão/Ticket refeição
- Seguro saúde
Horário de trabalho:
- Turno de 8 horas
- Turno rotativo
Tipos de pagamento complementares:
- Bónus de performance
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