We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações). We have a new project starting April 2021 in Lisbon for a big player in the oil and gas industry.

Main Responsibilities

Work as an Individual Contributor to some of the key responsibilities from the following overall items listed below ?

• Participates in design of call/email monitoring formats and quality standards.

• Performs call/email monitoring and provides trend data to site management team.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Coaching and Feedback for teams.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Prepares and analyzes internal and external quality reports for management staff review.

Type of Process:

• Data Entry

Soft Skills

• Excellent verbal, written and interpersonal communication skills;
• Worked in a Quality role in previous stint
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Must be able to effectively deal with people at all levels inside and outside of the Company

Qualification and Experience

• Min. 3 year experience in customer service quality role
• Accounting Graduates with PGDBM/ MBA (Finance)

Required Language Thresholds:

• C2/C1 level in any of the following languages: French or Dutch or Norwegian or Swedish or Finnish or Danish
• B2 level in English

Technical Application

• Excellent MS Office skills especially in Excel, Powerpoint, Visio, etc.
• Prior experience working with process mining tools like Celonis, etc.

We're offering these benefits

• Competitive Salary.
• Relocation Package.
• Meal Allowance on Card.
• Career Progression Opportunities.
• Parenthood Program.
• Well-rounded Health and Life Insurance Packages.
• On-site gym: includes indoor pool access, fitness classes, and a football pitch.

https://www.hcltech.com/candidate-privacy-notice

Job Types: Full-time, Contract, Permanent

Work Remotely:

• No