Italian Quality Specialist for an online travel agency - Porto, Portugal

Job description

Come and work with us. We are looking for a Italian Quality S pecialist to join our team. Compliance: - Monitors CSR’s performance daily, by taping, listening to, reviewing, and evaluating calls. - Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scriptsto 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 discussoutputs 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 executes this plan. Keeps track of what has been achieved - Provides relevant information for Monthly Quality Reports. - Provides feedback to the training department about issues arising from monitoring which have to be pickedup 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 sessio...