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.
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
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.