French Quality Analyst - Lisbon, Portugal Lisboa

French Quality Analyst - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

French Quality Analyst - Lisbon, Portugal

Req ID#: 398013

Lisboa, Portugal, PT

Job Description:

Come and work with us. We are looking for a French 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.

Responsibilities include:

1. Monitoring CSR performance daily by taping, listening, reviewing, and evaluating calls.
2. Providing feedback to CSRs on service quality to ensure adherence to procedures and scripts, aiming to improve service delivery (soft skills, product knowledge, systems skills).
3. Participating in meetings with supervisors and team managers to discuss monitoring outcomes.
4. Reporting script issues or questions to relevant departments.
5. Assisting clients in monitoring specific programs as needed.
6. Communicating program changes and CSR actions to supervisors for performance reviews.
7. Developing and executing monthly call monitoring plans and tracking achievements.
8. Contributing information for the Monthly Quality Report.
9. Providing feedback to the training department on issues identified during monitoring for future training considerations.
10. Acting as a CSR at least half a day per week to maintain experience.
11. Participating in calibration sessions to standardize scoring and call interpretation.
12. Complying with all security policies and requirements of the company and client.
13. Ensuring team compliance with security policies and raising awareness among staff.

Requirements:

1. Native or proficient French (C2) - mandatory.
2. Advanced English (C1 - C2), both verbal and written.
3. Good organizational and time management skills.
4. Ability to work with diverse backgrounds and make fair, consistent judgments.
5. Problem-solving and
   - making skills.
6. Influence and coaching abilities.
7. Effective project management skills.
8. Proficiency in Microsoft Office applications.
9. Must hold EU citizenship or a valid work permit for Portugal.
10. Willingness to relocate to Lisbon, Portugal, and work onsite.
11. Minimum 1 year of experience in BPO or customer service.
12. At least one professional certification or completed education.

Additional Details:

Start date: May 19th

Benefits:

• Competitive wages
• Paid training
• Employee discounts
• Private healthcare & dental insurance (after six months)
• Growth opportunities
• Wellness programs
• Job stability
• Career development
• Positive work culture

Join us at Foundever:

We believe in memorable associate experiences. Improve your quality of life and grow your career with us.

Apply today!