Team Lead with Spanish/German - Quality Assurance

Responsibilities:

• Lead and Manage a team of Quality Analysts who will be auditing the contacts/conversations that are solved by the customer support team
• Communicate to client any missing tools or policies for CSRs to perform their duties
• Ensure the team meets deadlines and adequate quality standards
• Provide support and training to team members, when necessary
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Conducts team meetings to update members on best practices and continuing expectations
• Manage Key performance indicators

Requirements:

• Minimum 24 Months experience in managing teams
• Advanced level of English and one of the following languages: Spanish, German
• Process Approach and comprehension of customer requirements
• Mature individual with ability to work & communicate with people across production floor
• Ability to think analytically
• Good interpersonal skills
• Internal and External Stakeholder Management skills
• Good product knowledge supported with excellent communications & presentation skills
• Strong understanding of MS Office tools (Word, Powerpoint, Excel)
• Ability to coach and mentor agents
• Complex problem solving and critical thinking

Benefits:

• Temporary remote work due to the pandemic and return to office after the situation improves;
• Relocation package;
• Fantastic opportunity to work for one of the biggest brands in the world in a unique work environment;
• Great career opportunity with a leading international outsourcing company;
• Opportunity of professional and personal development in a multinational working environment through a variety of training programs (hard/soft skills);
• Attractive compensation package with full access to a variety of benefits available through an online platform; the package can be customized on monthly basis depending on each employees’ needs.

If this role fits with your professional expectations, we invite you to apply and we will get back to you to discuss more details about the recruitment process.

However, if you are not interested but you know other people who might be, don't hesitate to suggest them to apply.

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