Spanish Quality Analyst - Lisbon, Portugal Lisboa

Spanish Quality Analyst - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, 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.

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 caller service in aspects like soft skills, product knowledge, and system skills.
3. Attending and participating in meetings with supervisors and team managers/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 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 identified during monitoring, to be addressed in 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 with other QARs.
12. Understanding and complying with all company and client security policies.
13. Ensuring team compliance with security policies, providing knowledge/awareness, and taking action on
    - compliance.

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

1. Native or proficient Spanish (C2) - mandatory
2. Advanced English (C1 - C2) skills, both verbal and written
3. Good organization 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 skills
9. Adherence to organizational policies and procedures
10. Ability to give constructive feedback to CSRs for performance improvement
11. Organizational, prioritization, and multitasking skills
12. Knowledge of effective scripting
13. Experience with training and coaching techniques
14. Logical, objective approach to call assessment
15. Ability to provide positive, supportive feedback
16. Proficiency in Microsoft applications (Word, Excel, Power
    Point, Outlook, etc. )
17. Must hold EU citizenship or a valid work permit for Portugal
18. Be a local candidate or willing to relocate to Lisbon, Portugal (on-site work)

Education and Experience

• Minimum 1 year of experience in BPO production or customer service
• At least one certified or completed professional education
• Competitive wages
• Paid professional training
• Private healthcare and dental insurance (after six months)
• Growth opportunities through development programs
• Engaging company initiatives, including wellness programs
• Job stability
• Long-term skills and experience

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