Job Details

Job
Location
German speaking Quality Analyst - DUBLIN, Ireland - Ireland
Job ID: 7070
Job Type:
Region:

Dublin

Job description: GERMAN SPEAKING QUALITY ANALYST – DUBLIN, IRELAND
 
Our client in Dublin is looking for a German speaking Quality Analyst to join their growing Team!
 
Main Responsibilities:
  • The main focus of Quality Analyst is to perform monitoring.
  • The Quality Analyst (QA) is responsible for monitoring transactions between CSR´s and Customers (Voice, Email, Chat, Click-to-Call, Social Media other channels) to identify and suggesting opportunities for improvement needs in the projects in order to help to meet the client’s expectations concerning CSR´s and project performance.
 
Main tasks:
  • Findings identification that allow the improvement of CSR’ and operational results;
  • Apply BEST QA Requirements;
  • Identify risks in the projects and suggest ways of internal control to mitigate the associated risks;
  • Identify potential fraud and security related issues: short calls, authentication, tools, sales, referrals;
  • Provide valuable information about the project to the Business Quality Analyst (BQA);
  • Delivery productivity;
  • Identify training needs;
  • Reporting of nonconforming situations;
  • Participation in calibrations sessions;
 
Requirements:
  • Previous experience in a similar role, ideally BPO environment
  • Great communications skills both written and verbal in German and English
  • Strong motivation to perform and achieve great results
  • Good analytical and presentation skills
 
If you would like to send your application, please send your most updated English CV to: joana@spotonconnections.com