Nordics Speakers CService Quality Analyst (M/F/D) Lisbon

The company you're going to work at:

BPO with prestigious clients in several areas such as hospitality and bank is recruiting a new team due a new client onboarding.

Your new role:

Monitors agents performance on a daily basis, by taping, listening to, reviewing and evaluating calls;

Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects;

Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring;

Reports script problems or questions to appropriate areas;

Assists our client in monitoring specific programs as needed;

Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved;

Provides relevant information for Monthly Quality Report.

What you need to be successful:

Minimum 1 year working in BPO production or comparable customer service;

Advanced level of English (at least C1) and other European Nordic Language (Native) – Norwegian, Swedish or Dutch;

Customer-focused approach to problem-solving;

Previous team management experience (nice to have). 

What the company can offer you:

Hybrid Working Model (2/3 days remote per week);

Performance Bonus;

Employee discounts;

Private healthcare & dental insurance;

And more. 

Next step:

In case you are interested in this opportunity, click on "Apply Now" to send us your updated CV.