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DESCRIPTION
Location: Athens, Greece
Role: German speaking Quality Analyst
Salary: 1400 EUR gross p/m (paid 14x p/a) plus 100 EUR meal vouchers p/m
Hours: 40 hrs per week rotational
The company
Our client is a leading provider of customer experience solutions, offering innovative and scalable services to global brands. Operating in a dynamic and multicultural environment, the company specializes in customer support, technical assistance, and digital engagement, delivering high-quality service across various industries. With a strong commitment to professional growth, employee well-being, and operational excellence, the company fosters a collaborative and inclusive workplace in Athens, Greece.
The Role
We are seeking a highly skilled and detail-oriented German-speaking Quality Analyst to support employee development through coaching initiatives while ensuring adherence to quality standards. This role is pivotal in monitoring procedures, identifying areas for improvement, and driving operational excellence.
Responsibilities
- Evaluates Customer Service Representatives (CSRs) by monitoring, reviewing, and assessing calls to ensure quality standards are met.
- Provides constructive feedback to CSRs on their service performance, focusing on adherence to procedures, scripts, and best practices.
- Enhances service quality by coaching employees on soft skills, product knowledge, and system navigation to improve the overall caller experience.
- Collaborates with supervisors and team managers to discuss performance insights, share monitoring outcomes, and implement improvements.
- Conducts targeted training sessions and develops action plans to address skill gaps and enhance service delivery.
- Identifies training needs by assessing employee strengths and areas for development.
- Develops and maintains training materials, including classroom handouts, instructional guides, and reference manuals.
- Facilitates structured learning sessions and ensures training content aligns with business objectives..
- Delivers training courses and ensures employees effectively apply newly learned skills in their daily tasks.
- Regularly reviews and updates training programs to reflect procedural changes and business needs.
REQUIREMENTS
We are looking for candidates who have:
- Fluency in German and English
- Previous experience as a quality assurance analyst desired or min 9 month call centre agent experience
- Excellent communication skills, both verbal and written.
- Effective time management and organizational abilities.
- Ability to deliver constructive feedback that drives continuous performance improvement among advisors