Lead Quality Analyst
2 semanas atrás
We are seeking a meticulous and results-driven Quality Assurance Specialist to enhance our Contact Center team's performance.
Main Responsibilities:- Conduct quality monitoring to improve the efficiency of the sales team through detailed evaluations and constructive feedback.
- Review call recordings and customer interactions to ensure adherence to quality standards.
- Design and manage evaluation forms and criteria aligned with company objectives.
- Provide supervisors with actionable insights into individual and team performance.
- Analyze quality data to uncover trends and areas for improvement.
- Prepare and deliver comprehensive QA reports with recommendations for enhancement.
- Partner with the Learning and Development team to address skill gaps and training needs.
- Suggest and implement process improvements to optimize customer experience and operational workflows.
- A minimum of two years' experience in a QA role, preferably in a contact center or customer service setting.
- Fluent proficiency in both German and English, with excellent written and verbal communication skills.
- Strong problem-solving, organizational, and analytical abilities.
- A collaborative mindset and experience working with cross-functional teams.
- Proficiency in Microsoft Office, PowerPoint, and project management tools.
- The ability to manage deadlines effectively.
A proactive, adaptable professional with a positive attitude and dedication to high-quality work is required for this role.
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