German Quality Coach

Job Description

• Monitor remote/side by side calls.
• Monitor unusual occurrences, report follow-up procedures, and report daily, monthly, and year-to-date comparisons.
• Analyze customer complaints and bad ratings and set an action plan.
• Analyze quality scores and share the insights along with the action plan to improve QA scores and processes.
• Report the repeated offenders from quality or complaints point of view.
• Prepare the audit plan and ensure it appropriately addresses the audit objectives
• Delivering coaching sessions to agents and tracking the outcome of the coaching.
• Measuring the improvements to the monitoring process and the coaching given.

Job Requirements

• Quality Coach Experience
• C1 to C2 German speaker
• B2 to C1 English speaker
• Excellent Written and verbal communication skills in both languages.
• Attention to detail.
• Time management.
• Problem-solving.
• Multitasking.
• Ability to work as part of a team.
• Knowledge of quality standards.