Multilingual Quality Assurance Specialist
2 semanas atrás
Job Overview
">The Sitel Corp. is seeking a highly skilled Multilingual Quality Assurance Specialist to join our team in Lisbon, Portugal. As a key member of our quality assurance team, you will play a vital role in ensuring that all external and internal requirements are met.
">About the Role
">This is an excellent opportunity for a motivated and detail-oriented individual who is passionate about quality and customer satisfaction. The successful candidate will be responsible for monitoring procedures and outputs, identifying mistakes or non-conformity issues, and providing feedback to ensure adherence to procedures and scripts.
">Key Responsibilities
">- ">
- Monitor CSR's performance on a daily basis, by reviewing calls and evaluating quality of service">
- Provide appropriate feedback to CSR's on quality of service to ensure improvement">
- Attend meetings with supervisors and Team Managers/Project Leaders to discuss outputs of monitoring">
- Report script problems or questions to appropriate areas">
- Assist clients in monitoring specific programs as needed">
- Communicate with supervisors on program changes and communicate CSR actions to supervisors for performance appraisals">
- Make monthly call monitoring plan and execute this plan">
- Keep track of what has been achieved">
- Provide relevant information for Monthly Quality Report">
- Provide feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained">
- Act at least half a day per week as CSR to keep up experience">
- Participate in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs">
Requirements
">To succeed in this role, you will need to have:
">- ">
- Native or proficient French (mandatory)">
- Advanced level of English (at least C1) both verbal and written">
- 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">
- Ability to organize, prioritize and multi-task">
- Good 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">
- Able to effectively use Microsoft applications">
- Must hold EU citizenship or valid work permit for Portugal">
- Be a local candidate or willing to relocate to sunny Lisbon, Portugal">
- Availability to work from our site in Sete Rios">
- Availability to work 24x7 (40 hours/week)">
- Minimum of 6 months working in BPO production or comparable customer service">
- Should be at least one certified/finalized professional education">
Benefits
">We offer a competitive salary of €30,000 - €35,000 per year, 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, and excellent work culture.
">Grow Your Career with Us
">We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
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