Quality Analyst, Sales Service Delivery Brazilian Portuguese

Sales Quality Assurance – Brazilian Portuguese - Athens

Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance working onsite in Athens, Greece, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Looking for an opportunity to be part of a team that participates in all customer interaction calibration with client? You'll be working with the enablement team and use root cause analysis to suggest required training for sales representatives. Also, you will share quality audit report with Service Provider’s training & quality department. Furthermore, you will coach the agents 1-1 on the quality audit performed and submit coaching feedback on client tool.

You'll report to Quality Manager and provide key insights to Team Leader based on quality evaluations and partner with them to drive improvements.

During a Typical Day, You’ll

· Regularly audit the calls and messaging conversations of the ASRs.

· Perform two (2) quality audits per ASR per week based on client theme or focus.

· Maintain reports and data to share insights on the business and sales rep performance.

· Create trend analysis of reviews to identify gaps in sales techniques and drive improvement in productivity.

· Analyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainment.

· Upon the Parties’ mutual agreement in writing, perform other duties and responsibilities as Adobe deems appropriate.

· Conduct internal call\messaging calibration with quality, operations, senior ASRs, management, and trainers.

What You Bring to the Role

· Experience in the sales industry

· Thorough knowledge of Quality KPIs, coaching & feedback mechanisms, Quality tools, facilitation skills, etc.

· Excellent analytical skills, verbal and written communication skills and presentation skills

· Experience presenting to executive-level audiences.

· Flexible approach and ability to adapt to changing business needs and processes.

· Ability to work in a virtual environment with global teams.

· Fluency in French, German, Spanish or Italian

What You Can Expect

· Supportive of your career and professional development

· An inclusive culture and community minded organization where giving back is encouraged

· A global team of curious lifelong learners guided by our company values

· Ask us about our paid time off (PTO) and wellness and healthcare benefits

· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Visit https://mybenefits.ttec.com for more information.

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

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