Quality Monitoring Specialist - German - Romania
Quality Monitoring Specialist - German - Romania
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Job Description
Position: Quality Monitoring Specialist
Location: Hybrid / Remote Romania (with occasional work inoffice at our location in Brasov Romania)
Job Type: FullTime
About the Role:
Are you passionate about ensuring exceptional customer experiences and setting high standards of quality Join our team as a Quality Monitoring Specialist where you will play a key role in helping one of the worlds most prominent companies deliver unparalleled customer service.
In this position you will focus on reviewing and evaluating customeragent interactions. Using structured forms you will assess the quality of each interaction provide constructive written feedback and contribute to overall service excellence. This role is ideal for individuals with strong communication skills attention to detail and a desire to uphold the highest standards in customer interaction quality.
Key Responsibilities:
- Review and Evaluate Customer Interactions: Assess advisorcustomer interactions rating their quality against established evaluation criteria and standards.
- Quality Assessment: Use a structured monitoring form to objectively rate the interaction ensuring key performance metrics are met such as adherence to guidelines customer engagement and centricity as well as communication clarity.
- Provide Written Feedback: Offer clear constructive and actionable written feedback for advisors helping to maintain a high standard of customer interactions.
- Ensure Consistency: Apply consistent scoring across all evaluations adhering to the clients quality standards and processes.
- Contribute to Reporting: Document key observations and insights during evaluations to help inform periodic reporting and drive ongoing improvements.
- Support Continuous Improvement: Help identify common trends or issues observed during monitoring and provide insights to support process refinement and excellence.
Ideal Candidate Profile:
We are seeking individuals with the following attributes and qualifications:
MustHave:
- Experience in a contact center environment preferably as a phone support advisor or in a similar role
- Fluency in German: Exceptional proficiency in both written and spoken language skills.
- Strong Attention to Detail: Ability to focus on key performance elements and evaluate objectively.
- Structured Thinking and Analysis: Capable of applying a consistent and professional approach to quality monitoring.
- Excellent Written Communication Skills: Proficiency in crafting clear concise and constructive written feedback.
NicetoHave:
- Previous experience in a quality assurance role such as quality monitoring coaching or quality improvement.
- Familiarity with quality monitoring software
- Additional skills such as content writing SEO expertise or application testing
- Based nearBrasov Romania for occasional inoffice collaboration
What We Offer:
- Prestigious Client Work: Be part of a team supporting quality monitoring for a renowned global company with high standards for excellence.
- Flexibility: Enjoy the benefits of a remote role with the option to work from our Brasov Romania office 12 days a week if desired.
- Professional Growth: Join a fastgrowing team with opportunities to expand your skills and advance your career.
- Competitive Compensation: We offer an attractive salary package that reflects your skills and experience.
- Collaborative Culture: Work with a supportive and professional team dedicated to upholding exceptional quality standards.
- Impactful Work: Your contributions will directly influence the quality of customer interactions and help drive meaningful improvements.
Employment Type
Full Time
