German Speaking QA Specialist
4 days ago
As a German Speaking QA Specialist, you will be responsible for delivering excellent customer experience through monitoring and auditing transactions performed by Customer Service Representatives (CSRs) against internal and/or external quality assurance requirements.
Main Responsibilities:
• Transaction Monitoring: Ensure that transaction monitoring goals are met by identifying areas for improvement and implementing corrective actions.
• Reporting: Create and update Customer Experience reports for the account by retrieving and updating relevant files and data.
• Targeted Analysis: Review, analyze, and interpret data affecting Customer Experience metrics to identify areas for improvement and provide effective recommendations to drive account performance.
• Flagging Behaviours: Investigate customer complaints and non-compliance to Customer Experience standards, recommending corrective actions in accordance with applicable company policies.
Requirements:
• 3 years' working experience in a call centre environment, with at least 2 years in a quality role with impeccable performance.
• Analytical skills, problem-solving, and decision-making skills.
• Excellent oral and written communication skills, with the ability to operate with minimal supervision.
• Adaptability to changing work schedules and an active listening skillset.
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