Dutch Quality Assurance Specialist for Video Games

3 semanas atrás

Lisboa, Lisboa, Portugal Sitel Corp. Tempo inteiro

Job Summary

We are seeking a highly skilled Dutch Quality Assurance Specialist to join our team in Lisbon, Portugal. As a Quality Assurance Specialist, you will be responsible for ensuring the highest quality of our video games by monitoring and evaluating their performance. Your daily responsibilities will include:

Monitoring CSR's performance on a daily basis, by reviewing and evaluating calls
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 our client 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 executing this plan. Keeping track of what has been achieved
Providing relevant information for Monthly Quality Report
Providing feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
Acting at least half a day per week as CSR to keep up experience
Participating in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs

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

Native or proficient Dutch spoken and in 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 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
Sales expertise would be a plus
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 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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