Quality Analyst with Catalan and English

Summary of Primary Job Responsibilities:

• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
• Provides appropriate 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)
• 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

Requirements:

• Fluent/very good Catalan and English 
• IT literate (Windows, MS Office);
• Minimum 6-months call center experience;
• Excellent Interpersonal skills;
• Active listening ability;
• Effective time management with the ability to organize and prioritize to deliver key objectives;
• Ability to manage and motivate a team;
• Team work oriented;
• Availability to work full time on labor contract.    

You get:

• Wellbeing and health: we provide a private medical care, Multisport cards, internal SitelFit program - promoting activity
• Rest: we subsidize the holiday
• Giveaway: Christmas - vouchers or additional cash on the account, layettes for newborns, gifts on the occasion of Childrens Day
• Fun Management: integration meetings (during the pandemic we use modern streaming channels), Fun Management program - monthly events in each department/project
• Development: free access to modern training platform for every employee, development programs - 95% of our managerial staff is from our internal promotion
• CSR - we care not only about ourselves. We are happy to help those in need.
• Language Course - you dont speak Polish? Join us and sign up for the lessons we organize