Come and work with us.
We are looking for an enthusiastic **Italian and Spanish Speaking Quality Analyst **to join our Service Desk team in Budapest. As part of the QA team, you will contribute to delivering professional service functions for our partner’s project aligned with high-quality standards and contractual agreements.
As a Quality Analyst, your daily responsibilities will include:
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Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls
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Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
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Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
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Reports script problems or questions to appropriate areas
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Assists clients in monitoring specific programs as needed
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Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
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Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved
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Provides relevant information for Monthly Quality Report
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Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
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Acts at least half a day per week as CSR to keep up experience
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Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs
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Takes personal responsibility to understand and comply with all company and client security requirements and policies
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Ensures that all team members comply fully with the security policies and requirements of Foundever and client, 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:
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Native or proficient level of **Italian **and Spanish
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Intermediate level of English (B2)
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Minimum – 12 months of QA experience
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Strong verbal and written communication skills
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Good working knowledge of computer i.e. MS-Office
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Good eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate
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Good Interpersonal & people management skills with good problem solving approach
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Ability to exercise managerial judgment and perform as a mentor
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Ability to multi task multiple activities by effective delegation and monitoring
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Must hold EU citizenship or valid work permit
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Be a local candidate or willing to relocate to Budapest, Hungary
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Availability to work 100% from our site in Budapest
Benefits.
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Stable company background: We are the part of the Hungarian market since 1999. We are the part of one of the market leaders company in the CX sector.
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Health and Well-being: Company doctor contract with a private health consultant, and we offer support for glasses. Discount at the company doctor for your private consultation.
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Engaging programs: Monthly Fun Days (treasure hunt, massage, etc.) themed days in the office, online games, challenges. Darts and table soccer in the office, coffee (coffee machine and coffee maker) and tea and soft drinks are available, free of charge. Referral program, charity events.
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Career program: Internal career opportunities, talent program for those who want to improve their skills. Paid professional training lead by our professional trainers.
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Compensation and benefits: Cafeteria (SZÉP card), team specific bonuses, jubilee bonus, free bank account at one of the market leader bank group, discount in DIY store and in a Hotel chain for the reservations.
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Extra holidays by Foundever: We provide extra holidays for some cases, full-paid father’s leave
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Multilingual environment: Native colleagues from more than 25 nationalities, become a member of a friendly team, a company culture where we respect our diverse and unified teams, where we are proud of our achievements.
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Relocation package: If you’re moving to Hungary, we are helping you with the relocation (travel) and work related documents (health insurance, tax)
Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
**Apply today! **