Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.
Duties and Responsibilities:
- Strong emphasis on assessing Audits via Data Analysis
- Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
- Attends and participates in meetings with Client supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
- Reports script problems or questions to appropriate areas
- Assists clients in monitoring specific programs as needed
- Communicates with supervisors on program changes, and communicates CSR actions to supervisors
- for performance appraisals
- Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
- Provides relevant information for Monthly Quality Report.
- Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
- Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
- Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies.
Requirements
- Minimum – 12 month as a Quality Analyst, Quality Specialist or Quality Assurance Auditor.
- Strong Data Analysis skills
- Detail Oriented
- 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
- Preferable college degree or related work experience
- Requested Language: German - mandatory
- English advanced level - mandatory
- Qualifications - Other Availability to work 100% from Sete Rios site (for the first 2 months) – mandatory
- Availability to work in a Hybrid model based on our Sete Rios site – mandatory
- Availability to work Monday to Friday from 9h to 18h – mandatory
Benefits
- Hybrid working model after 2 months onsite.
- Location: Sete Rios site in Lisbon
- Monthly performance bonuses.
- Relocation package for candidates from abroad.
- Private health insurance.
- Meal allowance
- Fixed language bonus
- Paid training.
- Multicultural work environment.
- Regular office hours: Monday to Friday from 9 am to 6 pm.
