GERMAN SPEAKING QUALITY ANALYST

Our client is looking for a Quality Analyst with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.

Responsibilities:

Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
Responsible for conducting the number internal monitoring and feedback per agent as per client’s requirements or internal standards
The QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.
Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
QA collects and analyzes Top Call Drivers data
Prepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders
Detect areas for improvement and main opportunities
Attend internal and external calibration sessions
Work closely with Ops management to develop and implement action plans for quality improvement
Requirements
Native level of German
Working Knowledge of English
Experience in Customer Support Operations and Quality Assurance
Strong Analytical Skills
Strong Communication Skills
Professional verbal and written communication skills
Ability to handle multiple tasks at a time and meet deadlines
Technical expertise with spreadsheets
Proficient PC skills
Must be self-motivated, detail oriented, have the ability to accurately gather and document statistics
Must be effective and efficient working in a team environment
Benefits
Full-time contract, 39 hours/week
Full Relocation Package for international employees
A permanent presence of coaches who will facilitate your personal and professional development
Excellent work environment, great colleagues, social arrangements and personal development
International business casual environment
Long Term Contract
Competitive Benefits package!