Italian Quality Analyst - Lisbon, Portugal Lisboa

Italian Quality Analyst - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

Posizione

We are looking for an Italian 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 CSRs on service quality to ensure adherence to procedures and scripts, aiming to improve the service delivered (soft skills, product knowledge, system skills).
3. Attending and participating in meetings with supervisors, Team Managers, and Project Leaders to discuss monitoring outcomes.
4. Reporting script problems or questions to relevant departments.
5. Assisting our client in monitoring specific programs as needed.
6. Communicating with supervisors about program changes and CSR actions for performance appraisals.
7. Creating and executing a monthly call monitoring plan, tracking achievements.
8. Providing relevant information for the Monthly Quality Report.
9. Offering feedback to the training department on issues identified during monitoring, to be addressed during new agent training.
10. Acting as a CSR for at least half a day weekly to maintain experience.
11. Participating in monthly calibration sessions to ensure consistent scoring and call interpretation.
12. Understanding and complying with all company and client security policies and requirements.
13. Ensuring team compliance with security policies, providing knowledge and taking action on
    - compliance.

Caratteristiche del candidato

Requisiti tecnici e conoscenze informatiche: Proficiency in Microsoft applications (Word, Excel, Power
Point, Project, Outlook, etc. )

Must hold EU citizenship or valid work permit for Portugal.

Be a local candidate or willing to relocate to Lisbon, Portugal.

Lingue straniere: Conoscenza delle seguenti lingue:

• Italiano: madrelingua
• Inglese: ottimo (C2)

Esperienze lavorative precedenti: Minimo 6 mesi in ambiente BPO o servizio clienti equivalente.

Formazione: Titoli di studio preferenziali e certificazioni pertinenti.

Competenze linguistiche: Italiano madrelingua o proficiency, Inglese almeno C1.

Competenze comunicative, organizzative, di
- solving, e capacità di coaching.

Conoscenza di scripting efficace, tecniche di formazione e coaching.

Capacità di feedback positivo e supportivo.

Altre competenze: gestione progetti, multitasking, rispetto delle politiche organizzative.

Formazione accademica: Laurea triennale in discipline
- statistiche o affini.

Disponibilità al trasferimento e all'estero.