Dutch Quality Assurance Specialist for Video Games

3 semanas atrás

Lisboa, Lisboa, Portugal Sitel Corp. Tempo inteiro
Dutch Quality Analyst for a Video Game Brand

We are seeking a highly skilled Dutch Quality Analyst to join our team in Lisbon, Portugal. As a Quality Analyst, you will play a crucial role in ensuring that all external and internal requirements are met.

Key Responsibilities:
  • Monitor CSR's performance on a daily basis, evaluating calls and identifying areas for improvement.
  • Provide constructive feedback to CSR's to ensure adherence to procedures and scripts.
  • 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.
  • Assist our client in monitoring specific programs as needed.
  • Communicate with supervisors on program changes and communicate CSR actions to supervisors for performance appraisals.
  • Develop and execute a monthly call monitoring plan, tracking progress and providing relevant information for the Monthly Quality Report.
  • Provide feedback to the training department about issues arising from monitoring, which will be incorporated into new agent training.
  • Act as a CSR for at least half a day per week to maintain experience and understanding of the role.
  • Participate in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as other QARs.
  • Take personal responsibility to understand and comply with all company and client security requirements and policies.
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 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.

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