German Quality Analyst - Lisbon, Portugal Lisboa

German Quality Analyst - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

German Quality Analyst - Lisbon, Portugal

Req ID#: 398010

Lisboa, Portugal, PT

Job Description:

Come and work with us.

We are looking for a German 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:

1. Monitoring CSR’s performance daily by taping, listening to, reviewing, and evaluating calls.
2. Providing appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts, aiming to improve service delivery in all aspects (soft skills, product knowledge, systems skills).
3. Attending and participating in meetings with supervisors and team managers to discuss monitoring outputs.
4. Reporting script problems or questions to relevant areas.
5. Assisting clients in monitoring specific programs as needed.
6. Communicating with supervisors about program changes and CSR actions for performance appraisals.
7. Creating and executing monthly call monitoring plans, tracking achievements.
8. Providing information for the Monthly Quality Report.
9. Giving feedback to the training department on issues arising from monitoring for training improvements.
10. Acting as a CSR at least half a day per week to maintain experience.
11. Participating in monthly calibration sessions to align scoring and call interpretation skills.
12. Understanding and complying with all security policies and requirements of the company and client.

Qualifications:

• Native or proficient German (C2) - mandatory
• Advanced level of English (C1 - C2)
• Good organization and time management skills
• Ability to work with diverse backgrounds
• Fair and consistent judgment and
  - making skills
• Problem-solving and suggestion skills
• Influencing behavior
• Effective project management
• Adherence to organizational policies
• Constructive feedback skills
• Organizational and
  - tasking abilities
• Knowledge of scripting
• Experience in training and coaching techniques
• Logical approach to call assessment
• Positive feedback delivery
• Proficiency in Microsoft Office
• Must hold EU citizenship or valid work permit for Portugal
• Willing to relocate to Lisbon, Portugal (on-site)

Education and Experience:

• Minimum 1 year in BPO or customer service
• At least one certified or completed professional education

Other Details:

• Start date: May 19th

Benefits:

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

Apply today!