Compare your skills with the requirements for Quality Coach (German Speaker) and see what you need to learn
Responsibilities:
Oversee the development and implementation of quality assurance standards, policies, and procedures to ensure product quality and compliance with regulatory requirements.
Analyze data to generate valuable insights, predict customer trends, and track key quality assurance metrics for improvement strategies.
Track key quality metrics, and provide regular analytics reports to upper management.
Make recommendations on process and policy improvements based on reports.
Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
Report support teams’ performance to supervisors and maintain monthly performance logs.
Participate in team meetings to discuss trends, agent review feedback, and implementation of quality management strategies.
Collaborate with cross-functional teams to implement quality enhancements and resolve escalated issues
Qualifications:
Proven experience in quality assurance within a call center industry.
High language profile of German B2 or above.
Strong analytical skills and ability to interpret data.
Excellent communication and leadership abilities.
High attention to detail and commitment to maintaining quality standards.
