Senior German Language Quality Assurance Specialist in FinTech

hace 1 semana


Barcelona, Barcelona, España Multilingual Jobs Worldwide A tiempo completo

We are seeking a detail-oriented and analytical German-speaking Quality Assurance specialist to join our team in Riga, Latvia. As a key member of our FinTech organization, you will be responsible for ensuring the highest quality of customer service desk operations.

Our client is a global leader in the industry, representing the connected world with innovative and customer-centric information technology experiences. With a presence across 90 countries and serving 988 global customers, including Fortune 500 companies, they offer convergent, digital, design experiences, innovation platforms, and reusable assets connecting across technologies to deliver tangible business value and experiences to their stakeholders.

The successful candidate will be responsible for:

  • Ensuring call, email, and ticket quality through monitoring and evaluation using predefined quality parameters;
  • Publishing comprehensive reports on the overall quality of the project;
  • Coaching and providing feedback sessions to teams and stakeholders;
  • Joint call monitoring sessions with assigned teams and other stakeholders;
  • Providing process updates as required;
  • Conducting team huddles to discuss quality scores and areas of opportunities;
  • Recognizing agents with excellent performance levels;
  • Managing bottom quartile performance;
  • Performing root cause analysis as needed (complaints, negative survey responses etc.);
  • Participating in internal/external calibration sessions;
  • Driving process improvement initiatives;
  • Handling production activities during call/chat/ticket volume spikes.

Key qualifications include:

  • Native German speaker with fluent English level;
  • Good communication skills;
  • Experience in supporting customer service;
  • Good understanding of customer service transactional quality concepts.

In return for your expertise, you can expect a competitive salary of approximately €28,000 - €35,000 per year, depending on experience. If you are a motivated and detail-oriented individual looking to make a meaningful impact in the FinTech industry, please submit your application as soon as possible.



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