French Quality Analyst - Lisbon

Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

Duties and Responsibilities :

• 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.

Requirements

Benefits