Italian & Spanish speaking Quality Analyst

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Foundever Magyarország Kft.
Munkavégzés helye

1134 Budapest, Váci út 43.

Egyéb juttatások
- Étkezési jegy
- Cafeteria
- Egészségbiztosítás
Munkaidő, foglalkoztatás jellege
- Teljes munkaidő
- Alkalmazotti jogviszony
- Általános munkarend
Elvárások
- Angol középfok és
- Spanyol felsőfok és
- Olasz felsőfok
- 1-3 év tapasztalat
- Középiskola

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Responsibilities

As a Quality Analyst, your daily responsibilities will include:

Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls
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)
Attends and participates in meetings with 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 execute this plan. Keeps track of what has been achieved
Provides relevant information for Monthly Quality Report
Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
Acts at least half a day per week as CSR to keep up experience
Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs
Takes personal responsibility to understand and comply with all company and client security requirements and policies
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

Requirements

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

Native or proficient level of Italian and Spanish
Intermediate level of English (B2)
Minimum – 12 months of QA experience
Strong verbal and written communication skills
Good working knowledge of computer i.e. MS-Office
Good eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate
Good Interpersonal & people management skills with good problem solving approach
Ability to exercise managerial judgment and perform as a mentor
Ability to multi task multiple activities by effective delegation and monitoring
Must hold EU citizenship or valid work permit
Be a local candidate or willing to relocate to Budapest, Hungary
Availability to work 100% from our site in Budapest

What we offer

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.
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.
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.
Career program: Internal career opportunities, talent program for those who want to improve their skills. Paid professional training lead by our professional trainers.
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.
Extra holidays by Foundever: We provide extra holidays for some cases, full-paid father’s leave
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.
Relocation package: If you’re moving to Hungary, we are helping you with the relocation (travel) and work related documents (health insurance, tax)

Workplace extras

Shower
Corporate events
Bicycle storage
Free coffee, soft drinks

Company info

Foundever™ 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 operational needs for our clients and deliver a seamless experience to customers in the moments that matter.