German Speaking Quality Analyst

hace 7 horas

Barcelona, España Recruitment Direct A tiempo completo

German Speaking Quality Analyst - Relocation to Latvia

Responsibilities:
  • Conduct audits on customer interactions.
  • Perform root cause analysis for quality issues.
  • Monitor individual and team performance for quality improvement.
  • Feedback & Coaching:
    • Provide feedback to CSAs based on actionable insights.
    • Offer coaching to improve performance aligned with operational goals.
    • Join internal and external calibration and monitoring sessions.
    • Participate in discussions with stakeholders and customers to refine quality.
  • Reporting & Improvement:
    • Provide data and observations to improve overall customer experience.
    • Assist in developing reports for quality metrics.
  • Support & Training:
    • Handle calls and support escalations as part of operational duties.
    • Take part in training to better understand client needs and business processes.
Job Requirements:
  • German (C1 level) and English (B1+ or higher).
  • Attention to Detail: Strong accuracy in monitoring and logging data.
  • Problem Solving & Analytical Skills: Ability to analyze data and suggest continuous improvements.
  • Communication & Interpersonal Skills: Ability to communicate effectively in feedback and team environments.
  • Technical Skills: Advanced computer literacy and ability to multitask across different systems.
  • Personality Traits: Friendly, optimistic, and self-motivated with a service-oriented approach.
  • Work Flexibility: Ability to work shifts or part-time (where legally applicable).
  • Clean criminal record and no payment defaults or credit issues with Klarna or similar financial systems.

This role suits someone who is detail-oriented, analytical, and has a strong focus on customer service and quality improvement. The ability to coach and communicate feedback effectively in a team setting, alongside the flexibility to handle escalations, makes it a dynamic role.

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