Job Description

Our client is seeking a meticulous and results-oriented Quality Assurance (QA) Specialist to join their Contact Center team supporting the German and Austrian Sales Department. This key role focuses on ensuring exceptional customer interactions, enhancing team performance, and upholding company quality standards. Collaborating with supervisors and the Learning and Development Specialist, the QA Specialist will identify learning gaps and implement strategies for continuous improvement in service delivery.

Key Responsibilities:

• Conduct quality monitoring to improve the efficiency of the German and Austrian sales team through detailed evaluations and constructive feedback.
• Review call recordings and customer interactions to ensure compliance with quality standards.
• Design and manage evaluation forms and criteria aligned with company goals.
• Provide supervisors with actionable insights into individual and team performance.
• Analyze quality data to uncover trends and areas for enhancement.
• Prepare and deliver comprehensive QA reports with recommendations for improvement.
• Partner with the Learning and Development team to address skill gaps and training needs.
• Suggest and implement process improvements to optimize customer experience and operational workflows.
• Stay current on industry best practices and tools for quality assurance in contact centers.

Requirements:

• Minimum of two years experience in a QA role, ideally in a contact center or customer service setting.
• Fluent in both German and English, with excellent written and verbal communication skills.
• Strong problem-solving, organizational, and analytical abilities.
• Collaborative mindset and experience working with cross-functional teams.
• Proficiency in Microsoft Office, PowerPoint, and project management tools.
• Ability to manage deadlines effectively.
• A proactive, adaptable professional with a positive attitude and dedication to high-quality work.

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