Quality & Performance Analyst - German (Hybrid)

Role Overview
The Service Desk Quality Coach Works on the architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards / models. Drives continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve client satisfaction. Builds and promotes a quality oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs and training.

Role Responsibilities

• Coaches, motivates and guides team members.
• Regularly reviews the work of other team members.
• Identifies opportunities for improvement; recommends possible training opportunities.
• Provides input into goal setting and provides performance feedback; however, does not conduct performance reviews or responsible for direct supervision.
• Ensures team is meeting or exceeding contractual and service level obligations to customers.
• Adapts team priorities to respond to customer and business partner needs.
• Responsible for customer satisfaction through effective handling of customer problems and queries.
• Ensures proper escalation procedures are followed.
• Performs role according to standardized policies and procedures.
• Normally receives little instruction on routine work and general instruction on new assignments.
• Contributes to own team/closely related teams by ensuring quality and accuracy of team output.
• Collaborates with others to achieve objectives and ensure information flow.
• May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.
• Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.

• Knowledgeable Phone ,request and Email based technical Auditing
• Previous experience in a Service Desk function
• Expert knowledge of Service Desk Ticketing tools (HP Service Management, Remedy, Service Now, ITSM).
• Excellent telephone etiquette skills.
• Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction.
• Any combination of experience and training which provides the preferred knowledge, skills, and abilities
• ITIL V4 Certification is a Plus
• Ability to work with BI Tools to track performance and design Improvement Plans
• Fluency in German & English language

• Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
• You will enjoy a comprehensive, locally competitive benefits package
• Working for a top 5 company in the industry worldwide
• Company culture focused on the employee wellbeing
• Learning & Development platforms