Descrição da Empresa

Foundever™ 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 digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Descrição da Função

Come and work with us. We are looking for a German 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 monitoring Reports script problems or questions to appropriate areas Assists clients in monitoring specific programs as needed Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved Provides 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 trained Acts at least half a day per week as CSR to keep up experience Participates 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 culture Provide soft skills training/coaching in terms of UK Culture To succeed in the role, you will need to have: Native or proficient German (mandatory) Advanced level of English (at least C1) both verbal and written Availability to work fully from site (Lisbon) - mandatory Good organization / time management skills Ability to work with a variety of people from diverse backgrounds Ability to make fair and consistent judgments and decisions Ability to solve problems and offer suggestions Ability to influence behavior Effective project management Ability to adhere to all organizational policies and procedures Ability to give constructive feedback to CSRs which lead to performance improvement. Counseling skills Must hold EU citizenship or valid work permit for Portugal Be a local candidate or willing to relocate to sunny Lisbon, Portugal Benefits. Competitive wages Paid professional training Employee discounts Private healthcare & dental insurance (after six months of employment) Growth opportunities through various development programs Fun and engaging company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent 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!

Localização

• Sete Rios, Portugal