French Quality Assurance Specialist

hace 2 semanas


Laza, Orense, España Teleperformance Spain A tiempo completo

Teleperformance Spain is a leading provider of customer experience management and contact centre business process outsourcing services.

We are looking for a Quality Analyst with native level of French and English or Spanish working knowledge to join our team.

The ideal candidate will have a keen eye for details and be able to work resourcefully and efficiently to assure quality of programs and interactions.

Main responsibilities:

  • Monitor interactions to ensure the needs of the customer and client are met on each and every interaction.
  • Conduct internal monitoring and feedback per agent as per client's requirements or internal standards.
  • Review interactions for compliance with policies and procedures, ensuring staff are providing accurate information.
  • Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication.
  • Collect and analyze Top Call Drivers data, prepare quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders.
  • Detect areas for improvement and main opportunities, attend internal and external calibration sessions.
  • Work closely with Ops management to develop and implement action plans for quality improvement.

Requirements:

  • Native level of French.
  • Working knowledge of English or Spanish.
  • Experience in Customer Support Operations and Quality Assurance is a plus.
  • Strong Analytical Skills, Strong Communication Skills, Professional verbal and written communication skills.
  • Ability to handle multiple tasks at a time and meet deadlines.
  • Technical expertise with spreadsheets, Proficient PC skills.

We offer a competitive salary, a permanent contract, and a referral program. Bring a friend and get a referral fee (up to 2.000€ depending on the language/project). A permanent presence of coaches who will facilitate your personal and professional development, established career path to grow within the project, employment with the world's largest provider of contact center services, excellent work environment, great colleagues, social arrangements and personal development, dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team.



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