Dutch Quality Assurance Specialist

2 semanas atrás

Lisboa, Lisboa, Portugal Sitel Tempo inteiro

Job Summary

We are seeking a highly skilled Dutch Quality Analyst to join our team in Lisbon, Portugal. As a Quality Analyst, you will be responsible for ensuring that all external and internal requirements are met. Your daily responsibilities will include monitoring procedures and outputs, identifying mistakes or non-conformity issues, and providing feedback to Customer Service Representatives (CSRs) to ensure adherence to procedures and scripts.

Key Responsibilities

  • Monitor CSR performance on a daily basis, evaluating calls and providing feedback to improve service delivery.
  • Attend and participate in meetings with supervisors and Team Managers/Project Leaders to discuss outputs of monitoring.
  • Report script problems or questions to appropriate areas and 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 plans and execute them, keeping track of achievements and providing relevant information for the Monthly Quality Report.
  • Provide feedback to the training department about issues arising from monitoring, which will be picked up when new agents are trained.
  • Act as a CSR for at least half a day per week to maintain experience and participate in monthly calibrating sessions to ensure scoring skills and interpretation of calls are at the same level as other Quality Analysts.
  • Take personal responsibility to understand and comply with all company and client security requirements and policies, ensuring that all team members comply fully with security policies and requirements.

Requirements

  • Native or proficient Dutch spoken and written (mandatory).
  • Advanced level of English (at least C1) both verbal and written.
  • Strong verbal and written communication skills.
  • 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 leading 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.
  • Sales expertise would be a plus.
  • Able to effectively use Microsoft applications (e.g., Word, Excel, PowerPoint, Project, Outlook, etc.).
  • Must hold EU citizenship or a valid work permit for Portugal.
  • Be a local candidate or willing to relocate to Lisbon, Portugal.
  • Availability to work from our site in Santos.
  • Education and experience: 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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