Quality Analyst with German (Contact Center)

Main Goals

• 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&A
• Lead calibration & 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 - Team wise daily and MTD scores on Quality, CSAT, CCR to 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
• Liaison with client(s) for proposing and adopting Quality improvement initiatives

• Fluent in German and English
• Excellent oral, written and interpersonal communication skills
• Ability to relate and resonate at ease with a multi-cultural, diverse team
• 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
• Exceptional listening and analytical skills
• Excellent command of MS Office
• Graduate in any discipline

• Competitive salary package
• Career growth opportunities within an international growing organization