French Quality Analyst - Lisbon - Lisboa

French Quality Analyst - Lisbon
Lisboa
Lisboa, Lisboa, Portugal

Our client is a global leader in the customer experience (CX) industry. With 170, 000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and
- first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

Duties and Responsibilities:

Assessments of audits through data analysis
Monitor CSR performance daily by reviewing calls, listening, taping, and evaluating
Participate in meetings with client supervisors and team managers to discuss monitoring outcomes
Report script issues or questions to relevant departments
Assist clients in monitoring specific programs as needed
Communicate program changes and CSR actions to supervisors
Develop and execute monthly call monitoring plans, tracking achievements
Contribute data for the Monthly Quality Report
Provide feedback to the training department regarding issues identified during monitoring for agent training improvements
Participate in calibration sessions to ensure consistent scoring and call interpretation among QARs
Ensure compliance with all company and client security policies

Minimum Requirements:

At least 12 months of experience as a Quality Analyst, Quality Specialist, or Quality Assurance Auditor
Strong data analysis skills
Detail-oriented
Excellent verbal and written communication skills
Good organizational and time management skills
Ability to work effectively with diverse backgrounds
Fair and consistent judgment and
- making abilities
Problem-solving skills and proactive suggestions
Ability to influence behavior
Effective project management skills
Adherence to organizational policies and procedures
Preferably a college degree or relevant work experience
Language requirements: French (mandatory), English (advanced level, mandatory)
Availability to work 100% onsite at Sete Rios for the first 2 months
Availability to work in a hybrid model after 2 months
Work hours: Monday to Friday, 9 am to 6 pm