Italian & Spanish Speaking Quality Analyst

Feladatok: Come and work with us.We are looking for an enthusiastic Italian and Spanish Speaking Quality Analyst to join our Service Desk team in Budapest. As part of the QA team, you will contribute to delivering professional service functions for our partner's project aligned with high-quality standards and contractual agreements. As a Quality Analyst, your daily responsibilities will include:Monitors CSR's performance on a daily basis, by taping, listening to, reviewing and evaluating callsProvides appropriate feedback to CSR's 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 (soft skills, product knowledge, systems skills)Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoringReports script problems or questions to appropriate areasAssists clients in monitoring specific programs as neededCommunicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisalsMakes monthly call monitoring plan and execute this plan. Keeps track of what has been achievedProvides relevant information for Monthly Quality ReportProvides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trainedActs at least half a day per week as CSR to keep up experienceParticipates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARsTakes personal responsibility to understand and comply with all company and client security requirements and policiesEnsures that all team members comply fully with the security policies and requirements of Foundever and client, 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 identifiedPénzügyi támogatás; Vevőszolgálat; Minőségbiztosítás

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