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 Spanish Quality Analyst & Trainer for Supercell (M/F) – Lisbon

Empresa: Teleperformance Portugal
Tipo: Tempo Inteiro
Data: 21-10-2016
Zona mais emprego Lisboa
Categoria mais emprego Call Center / Help Desk
Referencia # 3409981

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Anúncio:

Teleperformance Portugal is part of the Teleperformance group, worldwide leader in Customer Experience Management and shared services for international markets. With our team of 6.000 employees we are providing services to around 56 countries in 28 different languages.
In 2015, Teleperformance Portugal was considered for the sixth time the best company to work for in Portugal by the Great Place to Work Institute. Furthermore, we were awarded for the second time by Exame Magazine as one of the best companies to work for in Portugal and the best company within our sector.
Our team is characterized by its versatility and internationality. Our employees from around the world bring in a wide variety of experiences and skills.
Our company focuses highly on teamwork and familiarity between the people. This is how we transform passion into excellence.
As a young, dynamic team, we are committed to the success of our partners and dedicated to provide an outstanding performance for the customers to every extent.

Join us! Be part of a multicultural environment.


What will your position be?

The Quality Analyst and Trainer is responsible for welcoming newcomers to our projects and providing them with initial training sessions in English regarding their new position.
He/she is also responsible for following up on Customer Service Representative’s performance on the job, evaluate the quality of the service regarding Teleperformance standards, identifying training needs and implementing continuous improvement strategies related with quality and trainings.


Main Responsibilities as Trainer:

Please note all training will be delivered in English
• Support the development and customer operations training function;
• Plan, prioritize & schedule all training requirements;
• Create new and develop existing training material;
• Ensure training standards of excellence;
• Assist Supervisors and Managers with the transition of new recruits into the floor.


Main Responsibilities as Quality Analyst:

Please note that these analyzes will be developed in Spanish
• Monitoring contacts between agents and customers;
• Ensuring the success of preventive and corrective actions;
• Promoting actions to optimize the achievement of Key Performance Indicators.


Who are we looking for?

• Native Spanish speakers (mandatory) ;
• English level minimum C1 (mandatory);
• Experience as a Trainer in a contact center environment (mandatory);
• Passion for Gaming products (preferable);
• Excellent communication skills;
• Autonomous and organizational skills.


Our offer:

• Excellent work opportunity in a dynamic leading multinational company;
• Possibility of cooperation with leaders in various industries;
• Stable work and career progression;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Young, dynamic and multicultural environment;
• Possibility to live in one of our apartments;*
• Initial flight expenses refund;*
• Annually complementary return flight to your home country (within Europe);*
• Free Portuguese language courses, sport activities and organized events.

*This will apply only to foreign applicants.


Are You Excellent?

Then apply here to join Teleperformance: https://jobs.teleperformance.pt/en-gb/Jobs/spanish-quality-analyst-trainer-supercell   




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