DESCRIPTION
Come and work with us.
We are looking for a German Quality Specialist to join our team.
As a Quality Specialist in this project, your daily responsibilities will include:
- 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. Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
To succeed in the role, you will need to have:
- Native or proficient German - mandatory
- English advanced level - mandatory
- 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
- Knowledge of Foundever policies, procedures, products and services
- Ability to organize, prioritize and multi-task
- Good knowledge of effective scripting
- Logical and objective approach to call assessment
- Able to effectively use Microsoft applications (ex: 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 sunny Lisbon, Portugal
- 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
- Good performance and behaviors in your current role - mandatory
Education and experience.
- Minimum – 12 months of call center experience, preferably as a Product Specialist/Mentor. Successful coaching and management of others
- Should be at least one certified/finalized professional education
Benefits.
- Competitive wages
- Paid professional training
- Employee discounts
- Private healthcare & dental insurance (after six months of employment)
- Growth opportunities through various development programs
- Fun and engaging company-wide initiatives, including our EverBetter wellness program
- Job stability
- Life-long skills and experience
- Excellent work culture
Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!
SKILLS
German
Problem-Solving And Interpersonal Abilities
Management And Analytical Skills
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