Senior Customer Experience Officer and QA - German Speaking
Senior Customer Experience Officer and QA - German Speaking
Posted on :
24-06-2025
Employer Active
1 Vacancy
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Job Description
We are looking for a detail-oriented QA Specialist to support the German and Austrian Sales Contact Center by monitoring service quality identifying training needs and driving continuous improvement in customer interactions and team performance.
Tasks
- 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 / Call monitoring experience 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.
Benefits
Relocation Package on offer
Health Insurance
10% Annual Performance Bonus
Flexibility and internal Growth
Employment Type
Full Time
Key Skills
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