Portuguese Quality Analyst & Team Manager - Lisbon, Portugal Lisboa

Portuguese Quality Analyst & Team Manager - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

Portuguese Quality Analyst & Team Manager - Lisbon, Portugal

Client:

Foundever

Location:

Lisbon, Portugal

Job Category:

Other

EU work permit required:

Yes

Job Reference:

ea44493bf6d0

Job Views:

4

Posted:

11. 04. 2025

Expiry Date:

26. 05. 2025

Job Description:

Come and work with us.

We are looking for a Portuguese Quality Analyst + Team Manager 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 QA and Team Manager in this project, your daily responsibilities will include:

1. Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
2. Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
3. Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring.
4. Reports script problems or questions to appropriate areas.
5. Assists clients in monitoring specific programs as needed.
6. Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals.
7. Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved.
8. Provides relevant information for Monthly Quality Report.
9. Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained.
10. Acts at least half a day per week as CSR to keep up experience.
11. Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
12. Maintain an environment that supports the spirit of teamwork, where advisors are committed, loyal and take pride in working for the company.
13. Takes personal responsibility to understand and comply with all company and client security requirements and policies.
14. Ensures that all team members comply fully with the security policies and requirements of Foundever and client, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when
    - compliance is identified.

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

1. Native or proficient Portuguese (C2) - mandatory.
2. Advanced level of English (C2) both verbal and written.
3. Good organization / time management skills.
4. Ability to work with a variety of people from diverse backgrounds.
5. Ability to make fair and consistent judgments and decisions.
6. Ability to solve problems and offer suggestions.
7. Ability to influence behavior.
8. Effective project management.
9. Ability to adhere to all organizational policies and procedures.
10. Ability to give constructive feedback to CSRs which lead to performance improvement.
11. Ability to organize, prioritize and
    - task.
12. Good knowledge of effective scripting.
13. Experience of relevant training and coaching techniques.
14. Logical and objective approach to call assessment.
15. Ability to provide feedback in a positive and supportive manner.
16. Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc).
17. Must hold EU citizenship or valid work permit for Portugal.
18. Be a local candidate or willing to relocate to sunny Lisbon, Portugal (work on site).

Education and experience:

1. Minimum 1 year of working in BPO production or comparable customer service.
2. Should be at least one certified/finalized professional education.
3. Previous relevant experience as Team Manager is a plus.

Other details:

1. Start date: May 19th.

Benefits:

1. Competitive wages.
2. Paid professional training.
3. Employee discounts.
4. Private healthcare & dental insurance (after six months of employment).
5. Growth opportunities through various development programs.
6. Fun and engaging
   - wide initiatives, including our Ever
   Better wellness program.
7. Job stability.
8. Life-long skills and experience.
9. Excellent work culture.

Go further with Foundever.

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

Apply today!

Job Segment: Project Manager, Quality Manager, Quality Assurance, QA, BPO, Technology, Quality, Operations

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