Quality Analyst - Mandarin Speaker (M/F/X) Lisboa

Quality Analyst - Mandarin Speaker (M/F/X)
Lisboa
Lisboa, Lisboa, Portugal

Are you fluent in mandarin with a proven track record in call center operations?

Are you passionate about maintaining the highest standards of customer service?

Join our team of professionals dedicated to excellence!

responsabilidades chave

call auditing and evaluation: monitor, evaluate, and audit a selection of inbound and outbound calls, as well as other contact methods like chat and email;

reporting and collaboration: report evaluation results to key stakeholders, including quality leadership, operations, clients, account management, and resource unit partners.

actively participate in calibration sessions and call listening sessions with quality leadership, operations, program management, and clients to ensure scoring consistency and share best practices.

internal quality audits and program knowledge: contribute to internal quality audits, providing valuable insights for ongoing improvement.

maintain a strong program knowledge base, ensuring a solid understanding of client products, services, and program strategies.

collaborative engagement: participate in quality task forces alongside business stakeholders, contributing to the enhancement of quality processes.

productivity and continuous learning: meet departmental productivity requirements, ensuring efficient workflow.

engage in regular phone time to stay current on programs.

documentation and support: contribute to maintaining forms and legends documents, ensuring clarity and consistency.

competências

12th grade;

fluent in Mandarin (Advanced knowledge required);

fluent in english (Advanced knowledge required);

previous call center experience is essential;

previous auditing experience is preferred;

principais benefícios

What we have to offer you:

base salary

meal allowance;

performance bonus;

language bonus;

Join us in delivering exceptional customer experiences and being a key player in maintaining our service excellence!

Randstad's mission is to become the most equitable and specialised talent company in the world, so we reiterate that we welcome people with a wide range of skills and experience. We are committed to ensuring that our recruitment and hiring process meets the needs of all people.

If you need to make any adjustments to make your application or interview more comfortable, please don't hesitate to let our recruitment consultants know.