Spanish/English QA

Vacancy Name
Spanish/English QA

Location City
London

Main Purpose of Job
Main Purpose of role:
We are looking for a part time Spanish QA to join our existing team for Pierre & Vacances. PV offer holiday packages to Spanish and Foreign Market customers both online and over the phone. Suitable candidates will be fluent in Spanish and have good English language skills. Our ideal candidate will be someone who has a passion for customer service, a natural ability to influence sales and excellent people management capability. The Quality assurance will be expected to train a team of sales & customer service agents and drive the performance of every individual. Konecta's task is to generate holiday bookings and sales of associated additional products and services.

Why work for us?
• Konecta has a fun and sociable team environment working culture
• Pension Scheme
• Eye test vouchers and discounts
• Discounted corporate gym membership
• Involvement with local charities and fundraising days
• Campaign specific benefits including discounts, incentives and prizes
• Recommend a friend scheme paid reward of £500
• Apprenticeship qualifications and career flight path schemes
• Recognition and reward schemes with Love to Shop Voucher rewards
• Weekly dress down day
• Cycle to work scheme
• Tech scheme

Position in Organisation
As the Quality assurance manager you are responsible for the quality of a team of Spanish and English speaking Agents. You will report to the campaigns Team manager and the Operations Manager.

Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the PVCP contract, whose standard office hours are between 8am and 8pm Monday to Friday & 8am - 6pm Saturday to Sunday your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.

Database, Systems & Training
Full training will be given by Konecta and the PV client and will include on-going training throughout your employment as and when required. You will also receive a full company induction that will include many areas such as GDPR the DBF Quality Management System and all other systems and soft skills training.

Opportunity for Growth
The suitable candidate will be welcomed into the team where they will work along side established, skilled consultants to help 'raise the bar' in terms of customer experience.
Across the campaign the team will have SMART objectives. These will be communicated by the manager (on behalf of the client).

Responsibilities and Duties of Role
• Quality assurance for the Spanish and English PV team
• Responsible for the quality of the phone calls
• Accountable for the performance , productivity and quality of the team
• Conduct regular remote and side by side quality monitoring of agents
• Conduct regular coaching and feedback sessions with all agents
• Conduct monthly performance reviews
• Responsible to motivate and drive their team to maximum efficiency
• Be appointed to bring out the best in the individuals within the team and maximise their potential
• Ensure the members of the team are fully compliant in carrying out their duties
• Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained
• Organize the necessary resources to the client needs
• Contribute pro-actively to the overall development of the campaign through ideas and creativity
• Cross-functional collaboration with other teams
• Participate in client events, meetings and shows as requested/as relevant
• Conduct or support with the training of new agents
• This list is not extended to be inclusive or exhaustive of the duties required. You will be expected to undertake work of a related nature or to perform duties other than or in addition to your normal ones upon request. You may be required to carry out other duties deemed reasonable, as required by the needs of the business.

Profile
• Eager to assist and
• A proven track record in performance and achieving targets within a call center environment
• Good level of computer literacy (MS Word, MS PowerPoint, MS Excel, Call center software
• Bilingual to an excellent degree Spanish and English language
• Natural ability to influence behaviours and reach desired outcomes
• Excellent interpersonal skills
• A background in travel/leisure reservations is desirable
• Able to add to a high performance team culture where agents "exhaust all opportunities" to achieve targets and brand loyalty for the client
• A natural ability to drive sales
• Professional and emotionally resilient.
• To embrace the brand vision of the PV core values
• Good attention to detail
• Excellent multi tasker
• Aims to surprise and delight on every customer interaction
• Experience in a previous customer service or sales roles (E);
• Excellent communication and motivational skills, ability to multitask and work independently (E);
• Ability to work in a fast paced environment, maintaining attention to detail and accuracy (E);
• Flexible approach to working hours and location (E);
• Excellent understanding of call center practices, KPIs etc. (P);

Key Responsibilities

Salary
GBP 0.0

Package Notes

Applications Close Date