Multilingual Quality Assurance Specialist

2 semanas atrás


Lisboa, Lisboa, Portugal Sitel Corp. Tempo inteiro

Job Overview

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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.

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About the Role

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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.

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Key Responsibilities

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  • 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">
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Requirements

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

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  • 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">
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Benefits

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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.

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Grow Your Career with Us

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



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