Swedish speaking Quality Analyst Athens, Greece
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About Foundever
Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 750 of the worlds 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.
Come and work with us.
We are looking for a talented and accomplished Swedish speaking Quality Analyst to enhance the competencies of individual employees coaching programs and be responsible for monitoring procedures and identifying improvements or non-conformity issues.
As a Quality Analystyour daily responsibilities will include:
- Monitoring CSRs performance on a daily basis by taping listening to reviewing and evaluating calls
- Providingappropriate feedback to CSRs 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)
- Attendingand participatingin meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
- Reportingscript problems or questions to appropriate areas
- Assistingclients in monitoring specific programs as needed
- Communicatingwith supervisors on program changes and communicates CSR actions to supervisors for performance appraisals
- Makingmonthly call monitoring plan and executingthis plan. Keepingtrack of what has been achieved
- Providingrelevant information for Monthly Quality Report
- Providing feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
- Actingat least half a day per week as CSR to keep up experience
- Participatingin monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs
To succeed in the role you will need to have:
- Native or proficient level in Swedish (C2mandatory)
- Good level of English (at least B2) both verbal and written
- Ability to give constructive feedback to CSRs which lead to performance improvement
- Excellent verbal and written communication skills
- Logical and objective approach to call assessment
- Effective time management
- Ability to organize and prioritize set priorities and multi-task
- Must hold EU citizenship or valid work permit for Greece
- Be a local candidate or willing to relocate to historic Athens Greece
Experience
- At least 3 months of Foundever Contract is required
Go further with Foundever
Whats in it for you We give our people the tools and the freedom to learn grow have fun and be themselves.
- Very competitive wages and stability
- Hybrid model
- Fully paid training
- Permanent contract
- Private healthcare
- Continuous learning/development opportunities
- Competitive career opportunities
- A safe friendly diverse supporting and technological company
- International and multicultural environment (celebrations initiatives to develop your skills and events to increase the team spirit)
- EverBetter wellness program (Fitness room in our premises & Personal Trainer)
Apply Today!
At Foundever we recognize that our success is rooted in the diversity of our team and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives backgrounds and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
Required Experience:
IC
Key Skills
- Gas Chromatography
- Laboratory Experience
- Archival Standards
- ELISA
- Test Cases
- Analytical Chemistry
- Quality Assurance
- Spectroscopy
- Quality Control
- cGMP
- Selenium
- Western Blot
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
