French Quality Analyst - Barcelona, España - Teleperformance Spain

Teleperformance Spain

Empresa verificada

Barcelona, España

hace 3 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a
Quality Analyst with native level of French and English or Spanish working knowledge, eager to develop his/her career in the customer service industry.

This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.

Main responsibilities

Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
Responsible for conducting the number internal monitoring and feedback per agent as per client's requirements or internal standards
The QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.
Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
QA collects and analyzes Top Call Drivers data
Prepares 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 is a must
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 (word and excel high level of knowledge is a must)
Must be selfmotivated, detail oriented, have the ability to accurately gather and document statistics
Must be effective and efficient working in a team environment

Benefits:

Fulltime contract, 39 hours/week. (Monday to Friday from 09.00 to 18.00)
Competitive salary
Permanent Contract
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
Excellent work environment, great colleagues, social arrangements and personal development

Type d'emploi :
Temps plein

Lieu du poste :
En présentiel