German Speaking Quality Analysts

German Speaking Quality Analysts

Barcelona, Spain

Salary: up to 23.671,82€ gross/year

Overview

This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.

Main responsibilities:

• Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
• Responsible for conducting the number internal monitoring and feedback per agent as per client’s requirements or internal standards
• The QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.
• Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
• QA collects and analyzes Top Call Drivers data
• Prepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders
• Detect areas for improvement and main opportunities
• Attend internal and external calibration sessions
• Work closely with Ops management to develop and implement action plans for quality improvement
• Native level of German
• Working Knowledge of English
• Experience in Customer Support Operations and Quality Assurance
• Strong Analytical Skills
• Strong Communication Skills
• Professional verbal and written communication skills
• Ability to handle multiple tasks at a time and meet deadlines
• Technical expertise with spreadsheets
• Proficient PC skills
• Must be self-motivated, detail oriented, have the ability to accurately gather and document statistics
• Must be effective and efficient working in a team environment
• Full-time contract, 39 hours/week
• Salary: up to 23.671,82€ gross/year
• Taxes between 20-24%
• Referral Program: Bring a Friend and get a Referral fee (600€ -1000€ depending on the language/project)
• Relocation Package:
  • Flight/Train tickets
  • 600€ after 2 months in the company
  • PCR test cost compensation
  • Taxis from country of origin to the airport
  • Taxi from Barcelona airport/station to accommodation
  • Accommodation
  • 6 months of private health Insurance
• A permanent presence of coaches who will facilitate your personal and professional development
• Employment with the world's largest provider of contact center services
• Excellent work environment, great colleagues, social arrangements and personal development
• International business casual environment
• Long Term Contract
• Competitive Benefits package!

Requirements

Benefits