Portuguese Quality Analyst & Team Manager - Lisbon, Portugal Lisboa

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

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Lisboa, Portugal, PT

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. 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 service delivery in all aspects (soft skills, product knowledge, systems skills).
3. 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 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 and tracking achievements.
8. Contributing relevant information for the Monthly Quality Report.
9. Providing feedback to the training department on issues identified during monitoring for incorporation into new agent training.
10. Acting as a CSR for at least half a day per week to maintain experience.
11. Participating in monthly calibration sessions to align scoring and call interpretation skills with other QARs.
12. Maintaining a team environment that promotes teamwork, loyalty, and pride in the company.
13. Ensuring compliance with all security policies and requirements of the company and client.

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

1. Native or proficient Portuguese (C2) - mandatory
2. Advanced English (C2) skills, both verbal and written
3. Good organizational and time management skills
4. Ability to work with diverse backgrounds
5. Ability to make fair, consistent judgments and decisions
6. Problem-solving skills and ability to offer suggestions
7. Influencing skills
8. Effective project management abilities
9. Adherence to organizational policies and procedures
10. Constructive feedback skills for performance improvement
11. Organizational, prioritization, and multitasking skills
12. Knowledge of effective scripting
13. Experience with training and coaching techniques
14. Logical, objective call assessment approach
15. Ability to give positive, supportive feedback
16. Proficiency in Microsoft Office applications
17. Must hold EU citizenship or valid work permit for Portugal
18. Be a local candidate or willing to relocate to Lisbon, Portugal (on-site)

Education and Experience

• Minimum 1 year of experience in BPO production or comparable customer service
• At least one professional certification or completed education
• Previous team management experience is a plus

Other Details

• Start date: May 19th

Benefits

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months)
• Growth opportunities through development programs
• Engaging company initiatives, including wellness programs
• Job stability
• Skills and experience development
• Positive work culture

Go further with Foundever

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Watch this video to get a sneak peek of the job in action