quality agent (m/f) em porto

data de publicação
sofia serrão, randstad portugal
tipo de emprego
candidate-se agora

detalhes da oferta

data de publicação
porto, braga
Educação e Formação
tipo de emprego
número de referência
sofia serrão, randstad portugal
candidate-se agora

descrição da oportunidade

The Quality Agent, has the primary mission of ensuring that the team achieves and exceeds contractual goals and customer satisfaction and that requests are handled according to established performance standards for quality, productivity and customer satisfaction. The QA
exemplifies Concentrix company culture through his/her actions, works towards meeting Concentrix’s standards for quality, productivity and customer satisfaction objectives.

Ensure continuous improvement regarding training and quality metrics. Work closely with Team leaders and Managers to understand focused training and coaching requirements. Act as a coach towards agents, as well as providing solutions for technical problems and suggest opportunities
for improvement. Train new classes in line with the company’s standards for quality, productivity and customer satisfaction objectives. The QA will handle customer interactions, escalations and agent tasks whenever required.

Main Tasks & Responsibilities:

a) Evaluate team members to confirm that the appropriate call/chat/email process is followed.
b) Drive a good team spirit through proactive communication and coaching in line with policies and procedures.
c) Ensure the delivery of a high quality, professional and proactive day to day service to costumers.
d) Ensure efficient handling of requests.
e) Training and development of new advisors (new products roll out; refresher; technical/procedural workshops);
f) Identify technical knowledge gap in teams through work shadowing, analysis of reports and design actions plans;
g) Regular contact with client, works proactively and productively with customers.
h) Have regular external contact (e.g. Agencies) to exchange information, provide assistance or resolve complex problems.
i) Build rapport and maintain relationships with key stakeholders (client and internal) to handle negotiations of specified business objectives
j) Be able to analyze and gather relevant data to build reports using Microsoft Excel.
k) Regularly addresses issues with sponsors, client management/executives over service
delivery, relationships and other satisfaction issues
l) Be able to recommend alternative approaches based on in-depth comparison
m) Handle escalated customer requests as requires.
n) Ensure, according to procedures, client questions/issues/queries are identified and solved or are raised to the appropriate level.
o) Understands organization priorities, needs and plans
p) Ensure that all relevant tasks are processed accurately and in a timely manner.
q) Ensure that customer queries are followed up to resolution or get escalated to more senior colleagues/management.
r) Create customer service mindset within the team by reacting to client requests/queries in a timely manner
s) Continually seek ways to improve customer/client satisfaction
t) Actively contributes to the development of new or changed processes and procedures in CRM delivery.
u) Demonstrates positive influence that motivates team and gears it towards high quality service delivery.
v) Coordinates activities of less experienced or less knowledgeable team members.
w) Ensure all policies, practices and procedures affecting the CRM services are communicated and understood both internally and externally.
x) Recommends and implements improvements to routine tasks within their team.
y) Assists in leading teams in development and implementation of solutions that affect customer satisfaction.
z) Manage team within Concentrix business control guidelines
aa) Adhere to Concentrix Quality standards
bb) Follow Client protocols and procedures

We are Offering:

- An above average salary+Meal allowance+ employment contract+Formation in USA.

Work Schedule: From Monday to Sunday
Between 7am to 7pm
With 2 days off
Full-time (40 hours)


- Good spoken and written French and English skills are essential for candidates;
- Is a strong teacher and coach and is able to give guidance;
- Is highly professional in his/her communication, articulate and is able to liaise with the
external customer, providing a 1st class service with an aim to exceeding expectations;
- Understanding of Concentrix Business Operations and Services provided together with
policies, practices and procedures;
- Good Customer Service to identify needs and requirements of business units supported;
Excellent ability to pass knowledge and experience to others;
Ability to analyze the public profile and needs and adapt the behavior in order to achieve
better results;
- CCP (Certificado de Competências Pedagógicas by IEFP) is a plus or proved experience
- Schedule flexibility in order to be able to cover all operational working schedules if needed
- Lead by example with high integrity and be excellence driven.
- Proficient on the use of MS Office tools