French Quality Analyst - Lisbon, Portugal Lisboa

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

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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.

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

• Monitoring CSR performance daily by taping, listening to, reviewing, and evaluating calls.
• Providing feedback to CSRs on service quality to ensure adherence to procedures and scripts, aiming to improve service delivery in soft skills, product knowledge, and system skills.
• Attending and participating in meetings with supervisors and team managers to discuss monitoring outcomes.
• Reporting script issues to relevant departments.
• Assisting clients in monitoring specific programs as needed.
• Communicating program changes and CSR actions to supervisors for performance evaluations.
• Creating and executing monthly call monitoring plans and tracking achievements.
• Providing data for the Monthly Quality Report.
• Giving feedback to the training department on issues identified during monitoring for new agent training.
• Acting as a CSR for at least half a day weekly to maintain experience.
• Participating in calibration sessions to standardize scoring and call interpretation among QARs.
• Understanding and complying with all company and client security policies.
• Ensuring team compliance with security policies and raising awareness and action on
  - compliance.

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

• Native or proficient French (C2) - mandatory
• Advanced level of English (C1 - C2), both verbal and written
• Good organizational and time management skills
• Ability to work with diverse backgrounds
• Fair and consistent judgment and
  - making skills
• Problem-solving abilities and offering suggestions
• Influencing skills
• Effective project management skills
• Adherence to organizational policies
• Constructive feedback skills for CSR performance improvement
• Ability to organize, prioritize, and multitask
• Knowledge of effective scripting
• Experience in training and coaching techniques
• Logical, objective call assessment approach
• Positive and supportive feedback delivery
• Proficiency in Microsoft applications (Word, Excel, Power
  Point, Project, Outlook)
• Must hold EU citizenship or valid work permit for Portugal
• Be a local candidate or willing to relocate to Lisbon, Portugal (on-site)

Education and experience

• Minimum 1 year of experience in BPO or customer service
• At least one certified or completed professional education
• Competitive wages and paid professional training
• Private healthcare and dental insurance (after six months)
• Growth opportunities through development programs
• Engaging company initiatives including wellness programs
• Job stability and lifelong skills development

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