English + Arabic Quality Analyst For Financial Software Company- Porto, Portugal Porto

English + Arabic Quality Analyst For Financial Software Company- Porto, Portugal
Porto
Porto, Porto, Portugal

col-wide
Job Description:

Come and work with us.

We are looking for a
Quality Analystto ensure that all external and internal requirements are met. You will be responsible for monitoring procedures and outputs and identifying mistakes or
- conformity issues.

As a
Quality Analystin 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 our client 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
- compliance is identified.

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

Advanced level of
English(mandatory)

Advanced level of
Arabic(mandatory)

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

Ability to give constructive feedback to CSRs which lead to performance improvement

Counseling skills

Ability to organize, prioritize and
- 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

Sales expertise would be a plus

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

Availability to work
Hybrid Model from Porto Site (Monday and Wednesday at the office) - mandatory

Availability to work from
Monday to Friday 8:00 am to 5:00 pm

Must hold EU citizenship or valid work permit for Portugal

Education and experience

Minimum of 6 months working in BPO production or comparable customer service

Should be at least one certified/finalized professional education

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
- wide initiatives, including our Ever
Better 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!