Job Opportunities API

Description Our client 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 the operational needs of our clients and deliver a seamless experience to customers in the moments that matter. Duties and Responsibilities: • 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. Requirements • Minimum – 12 month as a Quality Analyst, Quality Specialist or Quality Assurance Auditor. • 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 • Preferable college degree or related work experience • Requested Language: Dutch - mandatory • English advanced level - mandatory • Qualifications - Other Availability to work 100% from Sete Rios site (for the first 2 months) – mandatory • Availability to work in a Hybrid model based on our Sete Rios site – mandatory • Availability to work Monday to Friday from 9h to 18h – mandatory Benefits • Starting date: 26th May • Hybrid working model after 2 months onsite. • Location: Sete Rios site in Lisbon • Monthly performance bonuses. • Relocation package for candidates from abroad. • Private health insurance. • Meal allowance • Fixed language bonus • Paid training. • Multicultural work environment. • Regular office hours: Monday to Friday from 9 am to 6 pm.