German Quality Specialist - Lisbon, Portugal

Foundever; Lisboa; Presencial; EUR 24.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive wages

Private healthcare & dental insurance

Paid professional training

Growth opportunities

Job stability

Excellent work culture

Descripción de la vacante

Europe Language Jobs is seeking a German Quality Specialist to join our Lisbon team. The role focuses on auditing via data analysis, daily CSR performance monitoring, and collaboration with client supervisors to discuss outputs.

Ideal candidates are native German speakers with advanced English, strong analytical skills, and experience in QA. The position requires EU citizenship or valid work permit for Portugal and availability to work at our Santos office.

Formación

• Minimum 6 months in Quality assurance - Quality Specialist tasks.
• Should be at least one certified/finalized professional education.

Responsabilidades

• Assess audits via data analysis and monitor CSR performance daily.
• Attend meetings with client supervisors and project leaders to discuss outputs.
• Report script problems or questions to appropriate areas and support clients.
• Provide feedback to training on monitoring issues for new agents.
• Participate in calibration sessions to align scoring with other QARs.

Conocimientos

German

English

Data analysis

Detail oriented

Communication

Time management

Problem solving

Project management

Microsoft Office

Educación

QA experience (6+ months)

Certified professional education

Herramientas

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Project

Outlook

Descripción del empleo

Come and work with us.

We are looking for a German Quality Specialist to join our team.

As a Quality Specialist in this project, your daily responsibilities will include:

• 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. 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 behaviorEffective 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 from our Santos office

Education and experience.

• Minimum 6 months in Quality assurance - Quality Specialist tasks related - mandatory
• 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 company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

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