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German Quality Analyst 3230

Job Description

Be Part of It

This client is a leading global IT company who operate worldwide. They highly value their employees as is evident from the generous salaries and employee benefits offered. They also offer an excellent working environment and understand that employees are the backbone of the business. This is a standout role available with an international company, perfect for someone who wants to further develop their QA skills.

Your Challenge

Your role within this esteemed organisation will be to monitor and assess the quality of the Customer Services being provided. This will require someone who is highly customer focused and who has previous experience in Quality Analytics. You will also be responsible for coaching agents both in 1 to 1 meetings and in group sessions on all Quality related topics including any relevant feedback from clients. In return, you will receive excellent training and experience within a globally recognised organisation, based in the stunning city of Krakow! Some of your key responsibilities will be:

•Monitoring transactional cases and calls keeping with KPIs and SLAs

•Working with Team Leads to analyse DSATs / errors received by agents

•Holding group mentoring sessions on relevant QA issues

•Identify QA problem areas and managing projects to fix them

•Hold weekly QA meetings with the teams

•Prepare and present quality reporting for WBR/MBR/QBR

•Ensure accuracy of metrics

Your Resume:

•Fluency in German and English

•Previous proven experience within Quality Management and Control

•Hands-on experience in transactional and call monitoring

•Knowledge and previous experience using Quality Control Tools

•Ability to work to SLAs

•Understanding of support process

•Ability to manage escalations, create dashboards and reports

•Knowledge in Citrix application

Up for the Adventure?

Then don’t hesitate to get in touch with us today! We can’t wait to hear from you!

Ref: 3230

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