Italian & Spanish speaking Quality Analyst - Budapest, Hungary

Come and work with us.

We are looking for an enthusiastic Italian and Spanish Speaking Quality Analyst to join our Service Desk team in Budapest. As part of the QA team, you will contribute to delivering professional service functions for our partner’s project aligned with high-quality standards and contractual agreements.

As a Quality Analyst, your daily responsibilities will include:

• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls
• Provides appropriate feedback to CSR's 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 (soft skills, product knowledge, systems skills)
• 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 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 execute this plan. Keeps track of what has been achieved
• Provides relevant information for Monthly Quality Report
• Provides feedback to training department about issues arising from monitoring which have to be picked up 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 sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs
• Takes personal responsibility to understand and comply with all company and client security requirements and policies
• Ensures that all team members comply fully with the security policies and requirements of Foundever and client, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified

To succeed in the role, you will need to have:

• Native or proficient level of Italian and Spanish
• Intermediate level of English (B2)
• Minimum – 12 months of QA experience
• Strong verbal and written communication skills
• Good working knowledge of computer i.e. MS-Office
• Good eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate
• Good Interpersonal & people management skills with good problem solving approach
• Ability to exercise managerial judgment and perform as a mentor
• Ability to multi task multiple activities by effective delegation and monitoring
• Must hold EU citizenship or valid work permit
• Be a local candidate or willing to relocate to Budapest, Hungary
• Availability to work 100% from our site in Budapest

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