Quality Analyst with German

Concentrix is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents.

• 3 – 5 years’ experience within a contact centre quality role
• COPC or similar certification or quality related qualifications highly regarded
• Depth of practical experience in quality assurance role or experience in development, implementation and integration of quality programmes
• Automotive industry experience preferred
• Ideally previous experience in using contact centre system and tools
• Excellent written and verbal communication skills in native language in the market supported, calm and methodical approach, active listening skills, responds with appropriate feedback
• Ability to use English as second language during training, for systems, performance evaluation and during European multi-national meetings
• Ability to review/document identified quality related issues and recommended solutions
• Ability to prioritise and balance own workload
• Team player – helping the team to achieve objectives, identifying issues in an objective and factual manner
• Ability to manage cross culture personalities and interactions
• Demonstrated ability to develop subordinates’ skills through personal interaction and communication.
• Is confident in their own abilities and skills knowledge. Demonstrates a friendly and positive attitude with co-workers.
• Understands the importance and meaning of good customer service and consistently demonstrates the best customer service possible;
• Excellent computer literacy – Including Microsoft Office packages and Internet Explorer.

Responsibilities include:
• Execute the Quality Monitoring Process to identify potential quality needs within agent/customer interactions in order to improve upon the customer experience.
• Provide the appropriate Management Team Quality Reporting and Performance Analysis and recommend solutions for any identified issues.
• Conduct end to end process audits and recommend solutions for any identified issues.

General day-to-day duties include:
• Conduct Quality Assessments of agent/customer interactions (phone, white mail, email, social media) to Standards set by Quality Monitoring Process
• Administration of Quality Management System (e.g. uploading new agents, ensuring Agent PCs are set up correctly, running reports, etc.).
• Deliver coaching and calibration sessions with Quality Assessors (Team Leaders) on Quality Standards and the use of the Quality Monitoring Process & Tool
• Review quality reports and conduct quality assessments of agent/customer interactions on a continuous basis, based on Quality Standards and calibration sessions. Report any identified issues and their recommended solutions to the GME Quality Manager for onward correction, in order to maximise the customer experience. The results of these assessments is reviewed at:-
o an individual agent level in order to identify performance related issues are impacting customer satisfaction
o process level to identify processes that are not performing as intended and require the Business Process Teams to potentially amend them in order to meet customer expectations
o Recruitment level in order to identify issues with the recruitment process not hiring suitable staff
o Training level to ensure the training process is delivering suitably trained agents
o Knowledge Management level to ensure the Knowledge Management Tool provides agents with knowledge required to resolve customer enquiries or issues
• Perform end-to-end process audits to ensure they are performing as intended at a frequency defined within the Quality Standards.