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

• 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.

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.
• French 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