English Quality Specialist for an online travel agency - Remote, Portugal

Job description

Come and work with us. We are looking for a German Quality S pecialist to join our team. Compliance: - Monitors CSR’s performance daily, by taping, listening to, reviewing, and evaluating calls. - Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills). - Act as a counsellor – quality expert – quality assurance reference. - Attends and participates in meetings with supervisors Project Leaders and client´s POC to discuss guidelines and procedures - Reports script problems or questions to appropriate areas - Assists client in monitoring specific programs as needed - Communicates with supervisors on program changes, new guidelines, new calibration approach - Makes monthly call monitoring plan and executes this plan. - Provides relevant information for Monthly Quality Reports. - Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as expected by the client. - Monitor and evaluate AI-driven customer interactions, including IVR and automated flows. - Identify gaps, trends, a...