• Deliver exceptional customer service through effective phone, chat, and text communication. • Use active listening and discovery to understand each consumer’s situation and guide them toward the most suitable legal solution, driving successful client transfers. • Handle customer concerns, and provide appropriate solutions and alternatives within the time limits. • Maintain a professional and customer-oriented demeanor to provide a positive caller experience. • Accurately input and update customer information. • Meet or exceed performance metrics, including response times and customer satisfaction benchmarks. • Efficiently prioritize and manage time to navigate high call volumes while maintaining quality standards. • Collaborate with the team to ensure seamless operations and uphold Contact Center procedures.

• Ensure program staffing aligns with forecasted business needs. • Partner with program managers, serve as an escalation point for complex client issues, complaints; while providing guidance with difficult calls or issues. • Mitigate operational risk by ensuring that policies and procedures are adhered to. • Performance quality management, partner with the Quality Assurance Leader to monitor performance planning. • Serve as Point of Contact on special projects both internal/external to Contact Center. • Plan and lead WBR meetings with all BPO partners. • Assess dashboards, team tracker, reporting needs, that are focused on departmental efficiencies.

• Collaborate with subject matter experts (SMEs) to gather and analyze content requirements, ensuring the accuracy and relevance of training materials • Utilize various instructional design methodologies to create impactful learning experiences that cater to diverse learning styles and needs • Design and develop engaging and effective training programs, including gaming modules, instructor-led training, and self-paced learning resources • Understand ratio of daily work volumes and adjust priorities with staff as needed to meet daily and monthly service level goals • Work with leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements • Develop and implement training strategies that align with business goals, aiming to enhance employee performance and operational efficiency • Utilize operation reports to gauge effectiveness of learning solutions and identify areas for improvement, ensuring that training solutions are impactful and measurable • Create user-friendly job aids and reference guides to support ongoing employee development and performance improvement • Partner with supervisors to strengthen employee performance, to include coaching, communicating employee progress toward goals, and report observable behavior patterns to supervisor • Track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics • Inspire and build team commitment by recognizing, rewarding, and encouraging successful performance through ongoing monitoring and hands on coaching • Review Representative errors and conduct call calibrations to provide feedback and coaching • Foster a culture of continuous learning and development by providing coaching, mentoring, and support to employees to encourage employee retention • Communicate effectively with stakeholders to gather feedback, share progress, obtain buy-on, and implement necessary changes to training initiatives • Assist leadership and supporting departments to utilize the learning platform reports to gain insight into their team’s performance • Hold demonstrations of the learning platform and reporting data • Provide input to supervisors for representative’s quarterly performance review and participate in the quarterly review process when needed • Leverage record management system to archive and track training programs • Perform other duties as assigned

Role Description This is a remote position. We are currently looking for Spanish Market Research Interviewers. As a Market Research Interviewer, you will be conducting opinion-based questionnaires/interviews on a variety of subjects based on the themes of our projects. NO SALES are involved; we conduct confidential Market Research only. Please note: We offer project-based contract. Salary: €9.50 per hour WE HAVE A SPECIAL BONUS FOR YOU! - After successfully completing the probation period, you will receive a bonus of 50€. - Upon completing 250 hours of work, there will be an extra incentive of 250€ as a bonus. Qualifications - People who speak Spanish fluently - Have excellent communication skills, and highly motivated - Have a level of English suitable for communication with the team - Quiet work environment with no distractions or background noise - Have good keyboard skills - Available for and want flexible working hours - Live in Spain - Have a PayPal account (this is the method we use to pay freelancers) - Experience: Call Centre: 1 year (Preferred, not required) - Education: GCSE or equivalent (Required) - Must be able to work a minimum of 4 shifts (16 hours) per week - Shifts available: Mon-Fri (Evenings/Weekends) - Project will be called for a UK based client Requirements - Technical requirements: See attachment. Benefits - Remote work - Full remote training - Competitive pay rate - Flexible schedule of work, easy to combine with your studies or hobbies - You can choose between part-time or full-time work - Growth opportunities to progress within the company - Bonus programs and incentives for good performance - A dynamic, fast-paced, challenging and fun environment - You will work speaking your own language - You will extend your network, working with more than 40 different nationalities. Company Description - Job Types: Full-time, Part-time, Temporary - Employment: Agents are hired as freelancers and paid by PayPal. They have to declare their own taxes. Please Note: You will be called for a Language assessment 1-2 weeks after applying.