We are looking for a German Quality Specialist/Content Creator to join our team.
As a Quality Specialist in this project, your daily responsibilities will include:
Strong emphasis on assessing Audits via Data Analysis Strong focus on Content Creation for training purposes 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 Adapt currently existing articles and learning materials from a provided knowledge base Translate requirements into training that will groom employees for the next step of their career path 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 German - 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 in a Hybrid model (3 days in the office) based on our Sete Rios site – mandatory Availability to work Monday to Friday from 9h to 18h – mandatory
Education and experience:
Minimum – 12 months of call center experience, preferably as a Product Specialist/Mentor. Successful coaching and management of others Should be at least one certified/finalized professional education Good performance and behaviors in your current role - mandatory 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 company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent work culture
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