Portuguese Speaking Quality Assurance Associate
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| Job Type | Permanent |
| Location | Lisbon |
| Area | Lisbon, Portugal |
| Sector | Call Centre/Customer ServiceOther |
| Salary | €18.2k - 21k per year |
| Start Date | ASAP |
| Job Ref | sm1787lis |
- Description
Portuguese Speaking Quality Assurance Associate
Lisbon, Portugal
€18,200-21,000 per year
Our client is recruiting for a Portuguese Speaking Quality Assurance Associate to work on site from day 1.
Job Duties
● Monitors all interactions and ensures accuracy of the output
● Coordinates and facilitates call calibration/training sessions for vendor QA partners
● Trained and certify new IQA/VQAs
● Publishes quality trends, feedback and improvement / enhancement reports
● Deal tactfully and courteously with clients
● Produce Quality reports and dashboards such as TNI, Pareto etc.
● Drive process improvement and ensure process compliance
● Contribute to the development of the short and long term goals of the process
● Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
● Drive first call resolution and quality initiatives in the program
Experience Required
.
● Superb communication skills.
● Excellent problem solver
● Intermediate level of knowledge in Google suite.
● Strong client liaising skills
● Have at least 2 years Quality Assurance Experience and at least 6 months relevant experience is required in a customer service in an inbound and outbound programs
● Training background/skill will be an added advantage
● Preferred: Candidate must possess at least a degree