Descrição do cargo

Come and work with us.

We are looking for a

Dutch Quality Specialist

to join our team.

As a

Quality Specialist

in this project, your daily responsibilities will include:

Strong emphasis on assessing Audits via Data Analysis

Monitors CSR's performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.

Attends and participates in meetings with Client 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 executes this plan. Keeps track of what has been achieved

Provides relevant information for Monthly Quality Report.

Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained

Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.

Compliance: Takes personal responsibility to understand and comply with all company and client security requirements and policies. Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.

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

Native or proficient

Dutch -
mandatory

English advanced level - mandatory

Strong Data Analysis skills

Detail Oriented

Strong verbal and written communication skills

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

Knowledge of Foundever policies, procedures, products and services

Ability to organize, prioritize and multi-task

Good knowledge of effective scripting

Logical and objective approach to call assessment

Able to effectively use Microsoft applications (ex: Word, Excel, Powerpoint, Project, Outlook, etc)

Must hold EU citizenship or valid work permit for Portugal

Be a local candidate or willing to relocate to sunny Lisbon, Portugal

Availability to

work Hybrid model from our Santos office

Education and experience.

Minimum 6 months in Quality assurance - Quality Specialist tasks related

Should be at least one certified/finalized professional education

Good performance and behaviors in your current role - mandatory

Benefits.

Signing Bonus of €1,000

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.

Dutch Quality Specialist (€1,000 Signing Bonus) - Lisbon, Portugal

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