Job Description

Responsibilities:

• 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 problem-solving abilities.
• Proven experience collaborating with cross-functional 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 detail-oriented professional with a strong commitment to quality.

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