German Quality Specialist for an online travel agency - Remote, Portugal (Lisboa

Role Summary

Come and work with us.

We are looking for a German Quality Specialist to join our team.

Responsibilities

• Monitors CSR’s performance daily, by taping, listening to, reviewing, and evaluating calls.
• Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
• Act as a counsellor – quality expert – quality assurance reference.
• Attends and participates in meetings with supervisors Project Leaders and client´s POC to discuss guidelines and procedures
• Reports script problems or questions to appropriate areas
• Assists client in monitoring specific programs as needed
• Communicates with supervisors on program changes, new guidelines, new calibration approach
• Makes monthly call monitoring plan and executes this plan.
• Provides relevant information for Monthly Quality Reports.
• Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as expected by the client.
• Monitor and evaluate AI-driven customer interactions, including IVR and automated flows.
• Identify gaps, trends, and improvement opportunities in AI performance and customer experience.
• Ensure AI interactions meet defined quality standards and guidelines.

Requirements

Compliance

Takes personal responsibility to understand and comply with all company and client security requirements and policies.

Ensures that all team members ( Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, 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:
• German native/C2 level - mandatory
• English fluent level
• AI knowledge
• Strong verbal and written communication skills
• Good organization/time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to adhere to all organizational policies and procedures
• Ability to create constructive feedback which leads to performance improvement.
• Quality Assurance skills.
• Excellent Customer Service skills

Knowledge/Abilities

Ability to organize, prioritize, and multi-task.

• Good soft skills
• Experience of relevant training and coaching techniques is desirable
• Ability to provide feedback in a positive and supportive manner even if not direct with CSRs
• Able to effectively use Microsoft applications
• Must hold EU citizenship or valid work permit for Portugal

Benefits

Other

• Availability to work from home
• Expected Schedules: Monday to Friday between 8h to 17h
• Experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant is desirable

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture
• Go further with Foundever ®
• We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
• Apply today !

About the Company

Foundever ® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

The Global HRIS team manages an application portfolio dedicated to Foundever HR Global systems. Part of IT, the organization is responsible for a global scope of services that includes HR Application Management, HR Integration, Automation & Analytics, HR Project Delivery and Vendor Management. SAP SuccessFactors is the global HR technology platform for Foundever and supports global processes across Core HR, Talent Development, Talent Acquisition and Payroll. The Global HRIS team is responsible for delivering and sustaining a common, scalable and efficient technology stack for employees in more than 40 countries.