Italian Quality Assurance Specialist for Social Media Content
Há 21 horas
Job Overview
We are seeking a highly skilled Italian Quality Analyst to join our team in Lisbon, Portugal. As a key member of our quality assurance department, you will be responsible for ensuring the highest standards of quality in our social media content.
About Sitel Corp.
Sitel Corp. is a leading provider of customer experience solutions, with a mission to inspire creativity and bring joy to our customers. We value diversity, inclusivity, and teamwork, and we are committed to providing a positive and supportive work environment for our employees.
Responsibilities
Your daily responsibilities as an Italian Quality Analyst will include:
- Monitoring CSR's performance on a daily basis, evaluating calls and identifying areas for improvement
- Providing feedback to CSR's on quality of service to ensure adherence to procedures and scripts
- Attending and participating in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
- Reporting script problems or questions to appropriate areas
- Assisting clients in monitoring specific programs as needed
- Communicating with supervisors on program changes, and communicating CSR actions to supervisors for performance appraisals
- Making monthly call monitoring plan and execute this plan. Keeps track of what has been achieved
- Provides 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 trained
- Acts at least half a day per week as CSR to keep up experience
- Participates 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
Requirements
To succeed in this role, you will need to have:
- Native or proficient Italian (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 (ie: Word, Excel, Powerpoint, Project, Outlook etc)
- 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 from 9am to 9pm UTC+1 Mon to Sun
Estimated Salary Range
The estimated salary range for this position is €25,000 - €35,000 per annum, depending on experience and qualifications.
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