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Dutch Quality Specialist - Lisbon, Portugal

Lisbon Metropolitan Area , Portugal

Foundever Portugal

Mandatory:

English Advanced

Dutch Proficiency

Company

Foundever Portugal

Employment type

Experience

Mid Level

DESCRIPTION

Come and work with us.

We are looking for a Dutch 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.
Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
Attends and participates in meetings with 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 execute this plan. Keeps track of what has been achieved
Provides relevant information for Monthly Quality Report.
Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
Acts at least half a day per week as CSR to keep up experience
Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
Takes personal responsibility to understand and comply with all company and client security requirements and policies.
Ensures that all team members comply fully with the security policies and requirements of Foundever and client, 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 Dutch (mandatory)
Advanced level of English (C1/C2) both verbal and written
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
Counseling skills
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
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 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 from 9AM to 6PM Monday to Friday

Education and experience.

Minimum of 12 month as a Quality Analyst, Quality Specialist or Quality Assurance Auditor - mandatory
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!

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