DESCRIPTION:

Come and work with us.

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

As a customer service 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 Dutch - 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 Hybrid model from our Santos office 

Benefits.

• Signing bonus 
• Relocation package
• 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

Go further with Foundever®

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

Apply today!