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Quality Analyst Team Lead - Czech Fluent (M/F/D) (M/F)

HAYS

05.02.2024 | Lisboa | Referência: 2168162


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Hays
Quality Analyst Team Lead - Czech Fluent (M/F/D) (M/F)

Lisboa


Your new company

BPO with prestigious clients is recruiting a new team due a new client onboarding and it´s required a new Team Lead for the Czech Market.


Your new role

Monitors agents performance on a daily basis, by taping, listening to, reviewing and evaluating calls;

Provides appropriate feedback 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;

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 our client in monitoring specific programs as needed;

Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved;

Provides relevant information for Monthly Quality Report.


What you´ll need to succeed

Minimum 1 year working in BPO production or comparable customer service;

Advanced level of English (at least C1) and Czech Fluent;

Customer-focused approach to problem-solving;

Previous team management experience (nice to have).


What the company can offer you

Hybrid Working Model (2/3 days remote per week);

Performance Bonus;

Employee discounts;

Private healthcare & dental insurance;

And more.


Next Step

In case you are interested in this opportunity, click on "Apply Now" to send us your updated CV. 



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