Portuguese Speaking Quality Assurance Call Center - Sao Paulo, Brasil - AGENSI PEKERJAAN JAC SDN. BHD.

Descrição

• Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, recommendations for improvements to the knowledge base and training material;
• Enhance employees' skills, performance, productivity, and quality of work;
• Monitor all inbound and outbound client communication channels according to the QA template;
• Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions;
• Provide feedback and coaching to support on daily/weekly/monthly basis;
• Use all available reports to compile and track performance at department, team, and team member level;
• To prepare and analyze regional internal quality reports to QA Manager;
• Participate in calibration and ensure minimum variance from the team standard;
• To perform other tasks assigned by management

• Minimum of a Bachelor's degree Excellent command of the English and Portuguese language, with advanced writing proficiency;
• Experience in financial services would be an added advantage.
• Must have QA experience from the contact center/BPO/customer service with customeragent interaction
• Previous experience in training delivery and quality assurance is preferred.
• Open to relocating to Montevideo Uruguay

• Sponsored employment visa
• Sponsored oneway flight ticket to UY & 1month hotel accommodation once relocating to UY
• Yearly return ticket to home country after 1 year of service in UY
• Meal and transportation allowance provided
• Quarterly KPI bonus
• You are allowed to bring family to relocating to UY

• Are you open to relocating to Montevideo, Uruguay with company support? YES/NO?

• Bachelor's (required)