Quality Assurance Specialist German Speaker

2 weeks ago


Delhi, Delhi, India Careerxtra Full time

Job Overview: We are seeking a highly skilled and detail-oriented Quality Analyst fluent in German to join our team in a dynamic environment. As a Quality Analyst, you will play a crucial role in maintaining and improving the quality of customer service interactions. This position offers an opportunity to work in a dynamic environment providing feedback and support to Customer Service Agents (CSAs) helping them improve their performance and ensuring adherence to quality standards.

Duties and Responsibilities:

  • Monitor and audit the quality of customer interactions for assigned CSAs conducting root cause analysis.
  • Provide feedback and coaching to CSAs sharing actionable insights to improve performance and track the efficacy of feedback.
  • Support CSA quality performance improvement in alignment with Operation Teamlead priorities focusing on quartile management.
  • Participate in internal and external calibration sessions and joint call monitoring with customers and stakeholders.
  • Contribute to comprehensive Quality reporting.
  • Identify improvement areas to enhance quality standards and customer experience through insightful observations.
  • Participate in production activities by taking calls and supporting escalation and real-time support groups.
  • Engage in training programs to develop a deeper understanding of client and business expectations and to facilitate continuous growth.

Requirements:

  • German C1 or Fluent proficiency in German with manageable English skills (B1 or better) for documentation and system logging.
  • Exceptional attention to detail and the ability to maintain accuracy.
  • Strong data analytics problem-solving skills and a continuous improvement mindset.
  • Excellent communication and interpersonal skills.
  • Advanced computer proficiency with the ability to multitask across various systems and applications.
  • Optimistic, friendly, and self-motivated personality with a service-oriented and problem-solving approach.
  • Ability to work in a team environment.
  • Flexibility to work shift hours within the operating schedule of 7 AM - 11 PM Monday to Sunday (40 hours per week).
  • No issues in a background check including no criminal record or default payment annotations.

Offer:

  • A dynamic and diverse role in a modern pleasant environment.
  • Opportunities for personal and professional development.
  • Shifts within the operating hours of 7 AM - 11 PM Monday to Sunday for a total of 40 hours per week.


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