BPO Quality Analyst with German (B2-C1)

Moving forward is impossible without the initial drive to do things differently. Our business is all about the people we come across, whether it's in our everyday interactions or in our vision for the brand.

For one of our clients a leading BPM, Technology and Digital Services and Solutions Company committed to deliver business excellence across the entire spectrum of Travel, Transportation and Hospitality domains, we are currently looking for a BPO Quality Analyst with German in Bucharest.

The Quality Analyst is responsible for helping our teams constantly perform at international quality level standards.

Fluent in German (min. C1 level) and English;
Excellent oral, written and interpersonal communication skills;
Strong coaching and giving feedback abilities;
A genuine desire to help others improve and succeed;
Min. 1 year experience in a similar role in a BPO / contact center environment;
Previous experience in airlines/travel industries is a significant advantage;
Excellent command of MS Office.

Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets;
Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines;
Conduct team briefings on performance, Qualitative inputs, Process updates, top errors
identified through monitoring, Q
Lead calibration and transactions check sessions with cross function teams to ensure quality standards are maintained;
Produce and monitor variance and flux analysis for identifying improvement opportunities;
Perform regular checks to ensure specific abnormalities are highlighted to the internal team(s);
Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT;
Visual management - help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve;
Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement;
Mentor and train junior team members.

Only eligible candidates will be contacted in a maximum of 2 weeks. All information will be treated as strictly confidential.