Quality Analyst fluent German 

Duties and Responsibilities

• Work onsite with the client and operations teams
• Analyse written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures of the client
• Follow strict criteria of analysis and templates to evaluate quality performance
• Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction
• Consolidate quality metrics from all areas and prepare reports for management and the client, tracking trends and ensuring the realisation of action plans
• Analyse processes and suggest improvements in quality criteria. Evaluate and on-board improvement suggestions from other areas
• Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency
• Work against established SLAs and metrics and be evaluated by the degree of their achievement
• Build relationships with key internal and external quality stakeholders. Be able to negotiate and arrive to agreement on discussions around quality vs. productivity, considering all business needs
• Gain and ensure excellent knowledge of system & processes
• Support the training manager in developing new and refresher training material for processes & systems
• Effectively communicate new or changed processes through coaching and feedback
• Proactively work with process mentors from both internal and external departments
• Work closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goals

Required Qualifications & Experience

• Fluency in written and spoken English plus German is essential
• Experience working within a customer focused environment
• Excellent technology aptitude essential as key criteria for role
• Experience in the quality analysis of interactions. Ability to effectively and accurate communicate feedback
• Excellent verbal and written communication skills
• Fluency in Excel reporting
• Proven ability to consistently meet or exceed performance related targets
• Attention to detail
• Excellent technical aptitude
• Ability to impart positive and negative feedback in one to one & group forums
• Strong analytical skills
• Positive can do attitude
• Ability to drive both team and individual performance
• Ability to communicate with client and internal customer on multiple management level