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.
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!