Spanish Quality Analyst for Social Media Trending Videos - Lisbon, Portugal Lisboa

Spanish Quality Analyst for Social Media Trending Videos - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

Spanish Quality Analyst for Social Media Trending Videos - Lisbon, Portugal

We are looking for a Spanish 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.

Our client is the leading destination for
- form mobile videos, with the mission to inspire creativity and bring joy.

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 quality of service to ensure adherence to procedures and scripts, aiming to improve the service delivered to callers (soft skills, product knowledge, systems skills).
3. Attending and participating in meetings with supervisors and Team Managers / Project Leaders to discuss monitoring outputs.
4. Reporting script problems or questions to appropriate areas.
5. Assisting clients in monitoring specific programs as needed.
6. Communicating with supervisors on 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. Giving feedback to the training department on issues from monitoring for new agent training.
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 company and client security policies.
13. Ensuring team compliance with security policies, providing knowledge and taking action against
    - compliance.

To succeed in this role, you will need:

1. Native or proficient Spanish (mandatory)
2. Advanced English skills (at least C1), both verbal and written
3. Good organization and time management skills
4. Ability to work with diverse backgrounds
5. Judgment and
   - making skills
6. Problem-solving and suggestion skills
7. Influencing skills
8. Effective project management
9. Adherence to organizational policies
10. Ability to give constructive feedback to improve performance
11. Organization, prioritization, and multitasking skills
12. Knowledge of effective scripting
13. Experience with training and coaching techniques
14. Logical approach to call assessment
15. Ability to provide positive, supportive feedback
16. Proficiency with 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
19. Availability to work at our Sete Rios site
20. Availability for 24x7 shifts (40 hours/week)

Education and Experience

1. Minimum 6 months experience in BPO or customer service
2. At least one professional certification or completed education
3. Competitive wages
4. Paid training
5. Private healthcare and dental insurance (after six months)
6. Growth opportunities through development programs
7. Engaging company initiatives, including wellness programs
8. Job stability
9. Long-term skills and experience

Further Opportunities with Foundever

We prioritize memorable associate experiences, aiming to improve your quality of life and career growth.

Apply today!

Watch this video to see the job in action

Job Segment: Project Manager, Social Media, BPO, Media, Technology, Marketing, Operations, Quality