Customer Service Quality Analyst

Há 4 dias

Mato Grosso, Brasil Alpha Talent Solutions Tempo inteiro
Our client is seeking a **meticulous and results-driven Quality Assurance (QA) Specialist** to join their **Contact Center team in Malta**, supporting the **German and Austrian Sales Department**. This role is essential in ensuring **high-quality customer interactions, improving team performance, and maintaining company quality standards**. Working closely with **supervisors and the Learning & Development team**, the QA Specialist will help identify skill gaps and implement strategies for continuous service enhancement.
**Key Responsibilities**:
- ** Monitor and evaluate** the quality of customer interactions to improve the efficiency of the German and Austrian sales team through structured assessments and constructive feedback.
- ** Review call recordings and customer interactions** to ensure compliance with company quality standards.
- ** Develop and maintain evaluation forms and criteria** to align with business objectives and quality benchmarks.
- ** Provide supervisors with actionable insights** into individual and team performance to drive improvements.
- ** Analyze quality data** to identify trends, areas for enhancement, and opportunities for training.
- ** Prepare and present comprehensive QA reports** with recommendations for optimizing service delivery.
- ** Collaborate with the Learning & Development team** to address skill gaps and implement training initiatives.
- ** Suggest and drive process improvements** to enhance customer experience and streamline operational workflows.
- ** Stay up to date** with industry best practices and emerging tools for contact center quality assurance.
**Requirements**:
- Minimum **two years of experience** in a **Quality Assurance role** within a **contact center or customer service environment**.
- ** Fluency in German and English**, with strong verbal and written communication skills.
- Excellent **analytical, organizational, and problem-solving abilities**.
- Proven experience **collaborating with cross-functional teams** and providing performance insights.
- Proficiency in **Microsoft Office, PowerPoint, and project management tools**.
- Ability to **manage multiple tasks and meet deadlines effectively**.
- A **proactive, adaptable, and detail-oriented professional** with a strong commitment to quality.

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