Italian Quality Analyst for Social Media Trending Videos Service and Delivery - Lisbon, Portugal We are looking for a Italian 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.
Our client is the leading destination for short form mobile video, with the mission to inspire creativity and bring joy.
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.
Takes personal responsibility to understand and comply with all company and client security requirements and policies.
Ensures that all team members comply fully with the security policies and requirements of Foundever and client, 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 Italian (mandatory)
Advanced level of English (at least C1) both verbal and written
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
Ability to organize, prioritize and multi-task
Good knowledge of effective scripting
Experience of relevant training and coaching techniques
Logical and objective approach to call assessment
Ability to provide feedback in a positive and supportive manner
Able to effectively use Microsoft applications (ie: 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 from our site in Sete Rios
Availability to work from 9am to 9pm UTC+1 Mon to Sun
Education and experience. Minimum of 6 months working in BPO production or comparable customer service
Should be at least one certified/finalized professional education
Apply today!
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