.. are resolved using procedures Ensure high customer satisfaction and demonstrate empathy while solving customer concerns May perform root cause analysis and present findings Work on a line of business that has low ambiguity, is stable, with well-documented procedures Basic Qualifications At least 6 months .. outros
Description Come and work with us!We are looking for a French 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 non-conformity issues. As a Quality Analyst in this project, your daily responsibilities will include:Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls. 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)Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoringReports script problems or questions to appropriate areasAssists clients in monitoring specific programs as neededCommunicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisalsMakes monthly call monitoring plan and execute this plan. Keeps track of what has been achievedProvides relevant information for Monthly Quality Report.Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trainedActs at least half a day per week as CSR to keep up experienceParticipates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.Making sure that our team is using the appropriate terms/language in terms of UK cultureProvide soft skills training/coaching in terms of UK Culture To succeed in the role, you will need to have:Native or proficient French (mandatory)Advanced level of English (at least C1) both verbal and writtenAvailability to work fully from site (Lisbon) - mandatoryGood organization / time management skillsAbility to work with a variety of people from diverse backgroundsAbility to make fair and consistent judgments and decisionsAbility to solve problems and offer suggestionsAbility to influence behaviorEffective project managementAbility to adhere to all organizational policies and proceduresAbility to give constructive feedback to CSRs which lead to performance improvement.Counseling skillsMust hold EU citizenship or valid work permit for PortugalBe a local candidate or willing to relocate to sunny Lisbon, Portugal Benefits:Competitive wagesPaid professional trainingEmployee discountsPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experienceExcellent 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!