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Arabic Quality Specialist - Porto, Portugal

Arabic Quality Specialist - Porto, Portugal

Req ID#:  412140

Porto, Portugal, PT

Job Description: 

Come and work with us.

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

As a Quality Specialist in this project, your daily responsibilities will include:

• 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.

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To succeed in the role, you will need to have:

• Native or proficient of Arabic - mandatory.
• Advanced level of English.
• Experience in Sales - mandatory.
• 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 adhere to all organizational policies and procedures.
• Ability to create constructive feedback which leads to performance improvement.
• Quality Assurance skills.
• Excellent Customer Service skills.

Knowledge/Abilities:

• Ability to organize, prioritize, and multi-task.
• Good soft skills.
• Experience of relevant training and coaching techniques is desirable.
• Ability to provide feedback in a positive and supportive manner even if not direct with CSRs.
• Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook, etc).
• Must hold EU citizenship or valid work permit for Portugal.

Other:

• Availability to work Hybrid model from our site in Porto.
• Expected Schedules: Monday to Friday between 8h to 17h.
• Experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant is desirable.

Benefits.

• 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!

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