French Quality Analyst for Social Media Trending Videos - Lisbon, Portugal Lisboa

French Quality Analyst for Social Media Trending Videos - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

French Quality Analyst for Social Media Trending Videos - Lisbon, Portugal

Join us at Foundever as a French Quality Analyst to ensure all external and internal requirements are met. Your role involves monitoring procedures and outputs, identifying mistakes or
- conformities, and providing feedback to improve service quality.

Our client is a leading destination for
- form mobile videos, aiming to inspire creativity and bring joy.

Responsibilities:

• Monitor CSR performance daily through call reviews and evaluations.
• Provide feedback to CSRs to ensure adherence to procedures and scripts, enhancing service quality.
• Participate in meetings with supervisors and team leaders to discuss monitoring outcomes.
• Report script issues and assist in monitoring specific programs as needed.
• Communicate program changes and CSR actions to supervisors for performance assessments.
• Create and execute monthly call monitoring plans, tracking achievements.
• Contribute data for the Monthly Quality Report.
• Provide feedback to training based on monitoring issues for new agent training.
• Act as CSR at least half a day weekly to maintain experience.
• Participate in calibration sessions to align scoring and call interpretation with other QARs.
• Ensure compliance with company and client security policies.

Requirements:

• Native or proficient French (mandatory).
• Advanced English skills (C1 or higher).
• Strong organizational and time management skills.
• Ability to work with diverse teams.
• Judgment,
  - solving, and
  - making skills.
• Effective project management and feedback skills.
• Proficiency in Microsoft Office tools.
• EU citizenship or valid Portugal work permit.
• Willingness to relocate to Lisbon and work
  - site in Sete Rios.
• Availability for 40 hours/week, including shift work.

Experience & Education:

• Minimum 6 months in BPO or customer service roles.
• At least one professional certification or completed education.

Benefits:

• Competitive wages and paid training.
• Employee discounts, private healthcare, and dental insurance after six months.
• Growth opportunities and wellness programs.
• Job stability and skill development.

Join us to enhance your career and life quality. Apply today!