Dutch Quality Analyst - Lisbon, Portugal Lisboa

Dutch Quality Analyst - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

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We are looking for a Dutch Quality Analyst to ensure that all external and internal requirements are met. You will be responsible for monitoring procedures and outputs and identifying mistakes or
- conformity issues.

As a Quality Analyst in this project, your daily responsibilities will include:

1. Monitoring CSR’s performance daily by taping, listening to, reviewing, and evaluating calls.
2. Providing appropriate feedback to CSRs on service quality to ensure adherence to procedures and scripts, with the aim to improve the service delivered to callers (soft skills, product knowledge, systems skills).
3. Attending and participating in meetings with supervisors and team managers/project leaders to discuss monitoring outputs.
4. Reporting script problems or questions to relevant departments.
5. Assisting clients in monitoring specific programs as needed.
6. Communicating program changes to supervisors and CSR actions for performance appraisals.
7. Creating and executing a monthly call monitoring plan, tracking achievements.
8. Providing relevant information for the monthly quality report.
9. Offering feedback to the training department on issues identified during monitoring for incorporation in new agent training.
10. Acting as a CSR for at least half a day per week to maintain experience.
11. Participating in monthly calibration sessions to align scoring and call interpretation skills with other QARs.
12. Understanding and complying with all company and client security policies.
13. Ensuring team compliance with security policies and raising awareness when
    - compliance is observed.

To succeed in this role, you will need to have:

• Native or proficient Dutch (C2) - mandatory
• Advanced English (C1 - C2) skills, both verbal and written
• Good organizational and time management skills
• Ability to work with diverse backgrounds
• Ability to make fair, consistent judgments and decisions
• Problem-solving and
  - offering skills
• Influencing skills
• Effective project management abilities
• Adherence to organizational policies and procedures
• Constructive feedback skills for performance improvement
• Organizational, prioritization, and multitasking skills
• Knowledge of effective scripting
• Experience with training and coaching techniques
• Logical and objective call assessment approach
• Ability to give positive, supportive feedback
• Proficiency in Microsoft Office applications
• Must hold EU citizenship or valid work permit for Portugal
• Willingness to relocate to sunny Lisbon, Portugal (on-site)

Education and Experience

• Minimum 1 year of experience in BPO or customer service
• At least one certified or finalized professional education
• Competitive wages
• Paid professional training
• Private healthcare and dental insurance (after six months)
• Growth opportunities via development programs
• Engaging company initiatives, including wellness programs
• Job stability
• Long-term skills and experience

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