Spanish Quality Analyst - Lisbon Lisboa

Spanish Quality Analyst - Lisbon
Lisboa
Lisboa, Lisboa, Portugal

Our client is a global leader in the customer experience (CX) industry. With 170, 000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and
- first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

Duties and Responsibilities:

1. Assessments through Data Analysis with an emphasis on audits.
2. Monitor CSR’s performance daily by taping, listening to, reviewing, and evaluating calls.
3. Participate in meetings with Client supervisors and Team Managers / Project Leaders to discuss monitoring outputs.
4. Report script problems or questions to relevant areas.
5. Assist clients in monitoring specific programs as needed.
6. Communicate with supervisors regarding program changes and CSR actions.
7. Conduct performance appraisals.
8. Create and execute monthly call monitoring plans, tracking achievements.
9. Contribute relevant information for the Monthly Quality Report.
10. Provide feedback to the training department about issues that arise during monitoring, especially for new agent training.
11. Participate in calibration sessions to ensure consistent scoring and call interpretation among QARs.
12. Ensure compliance with all company and client security policies.

Minimum Requirements:

1. At least 12 months of experience as a Quality Analyst, Quality Specialist, or Quality Assurance Auditor.
2. Strong Data Analysis skills.
3. Attention to detail.
4. Excellent verbal and written communication skills.
5. Good organization and time management skills.
6. Ability to work effectively with people from diverse backgrounds.
7. Fair and consistent judgment and
   - making abilities.
8. Problem-solving skills and the ability to offer suggestions.
9. Influence skills to shape behavior.
10. Effective project management skills.
11. Adherence to organizational policies and procedures.
12. Preferably a college degree or related work experience.
13. Mandatory proficiency in Spanish and advanced English skills.
14. Availability to work 100% onsite at Sete Rios for the first 2 months.
15. Availability for hybrid work after 2 months.
16. Work hours: Monday to Friday, 9 am to 6 pm.

Additional Information:

• Starting date: 26th May.
• Location: Sete Rios site in Lisbon.
• Benefits include monthly performance bonuses, relocation package, private health insurance, meal allowance, fixed language bonus, paid training, and a multicultural work environment.