Customer Service Quality Analyst - German
Customer Service Quality Analyst - German
Posted on :
05-02-2025
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1 Vacancy
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Job Description
Our client is seeking a meticulous and resultsdriven Quality Assurance (QA) Specialist to join their Contact Center team in Malta supporting the German and Austrian Sales Department. This role is essential in ensuring highquality customer interactions improving team performance and maintaining company quality standards. Working closely with supervisors and the Learning & Development team the QA Specialist will help identify skill gaps and implement strategies for continuous service enhancement
Tasks
- Monitor and evaluate the quality of customer interactions to improve the efficiency of the German and Austrian sales team through structured assessments and constructive feedback.
- Review call recordings and customer interactions to ensure compliance with company quality standards.
- Develop and maintain evaluation forms and criteria to align with business objectives and quality benchmarks.
- Provide supervisors with actionable insights into individual and team performance to drive improvements.
- Analyze quality data to identify trends areas for enhancement and opportunities for training.
- Prepare and present comprehensive QA reports with recommendations for optimizing service delivery.
- Collaborate with the Learning & Development team to address skill gaps and implement training initiatives.
- Suggest and drive process improvements to enhance customer experience and streamline operational workflows.
- Stay up to date with industry best practices and emerging tools for contact center quality assurance.
Requirements
- Minimum two years of experience in a Quality Assurance role within a contact center or customer service environment.
- Fluency in German and English with strong verbal and written communication skills.
- Excellent analytical organizational and problemsolving abilities.
- Proven experience collaborating with crossfunctional teams and providing performance insights.
- Proficiency in Microsoft Office PowerPoint and project management tools.
- Ability to manage multiple tasks and meet deadlines effectively.
- A proactive adaptable and detailoriented professional with a strong commitment to quality.
Benefits
- Relocation Package on offer
- 10% annual performance bonus
- Health Insurance
- Performance Reviews and Potential Salary increase after successful Probation
Employment Type
Full Time
Key Skills
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