French Quality Specialist - Lisbon, Portugal Lisboa

French Quality Specialist - Lisbon, Portugal

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We are looking for a French Quality Specialist to join our team.

Responsibilities

• Strong emphasis on assessing audits via data analysis.
• Monitors CSR performance daily by listening, reviewing, and evaluating calls.
• Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts, aiming to improve service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
• Attends meetings with supervisors and Team Managers / Project Leaders to discuss monitoring outputs.
• Reports script problems or questions to appropriate areas.
• Assists clients in monitoring specific programs as needed.
• Communicates program changes to supervisors and reports CSR actions for performance appraisals.
• Creates monthly call monitoring plan and executes it, tracking achievements.
• Provides relevant information for Monthly Quality Report.
• Provides feedback to training department about issues arising from monitoring to inform new agent training.
• Acts at least half a day per week as CSR to maintain experience.
• Participates in monthly calibrating sessions to ensure scoring skills and call interpretation match other QARs.
• Takes personal responsibility to understand and comply with all company and client security requirements and policies.
• Ensures all team members comply fully with security policies and requirements of Foundever and client, giving appropriate knowledge/awareness and taking action when non‑compliance is identified.

Qualifications & Skills

• Native or proficient French (mandatory).
• Native or proficient English (C2), both verbal and written.
• Good organization and time‑management skills.
• Ability to work with a variety of people from diverse backgrounds.
• Ability to make fair and consistent judgments and decisions.
• Problem‑solving and suggestion skills.
• Behavior influence skills.
• Effective project management.
• Adherence to all organizational policies and procedures.
• Constructive feedback delivery to CSRs for performance improvement.
• Counseling skills.
• Organize, prioritize and multi‑task.
• Knowledge of effective scripting.
• Experience with relevant training and coaching techniques.
• Logical and objective approach to call assessment.
• Positive and supportive feedback delivery.
• Proficiency in Microsoft applications (Word, Excel, Power
  Point, Project, Outlook, etc. ).
• Must hold EU citizenship or valid work permit for Portugal.
• Local candidate or willing to relocate to Lisbon, Portugal.
• Availability to work in a Hybrid model – mandatory.

Education & Experience

• Minimum of 6 months as a Quality Analyst, Quality Specialist or Quality Assurance Auditor – mandatory.
• Certification or finalized professional education – preferred.

Benefits

• Competitive wages.
• Paid professional training.
• Employee discounts.
• Private healthcare & dental insurance (after six months of employment).
• Growth opportunities through various development programs.
• Fun and engaging company‑wide initiatives, including Ever
  Better wellness program.
• Job stability.
• Life‑long skills and experience.
• Excellent work culture.

Seniority level: Entry level

Employment type: Full‑time

Job function: Management – Outsourcing and Offshoring Consulting

Location: Lisbon, Portugal

Apply today!