Dutch 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.