German Quality Analyst

Position Overview

Analyze raw data and present results based on internal procedures. Analyze trends and patterns found

in the data, to assist the company in interpreting and making decisions.

Key Responsibilities

• Analyze data according to defined business rules and procedures

• Analyze CSAT/DSAT data and provide root cause analysis

• Provide reports and analysis to assist others to track progress and optimize their focus on the

areas of their interest and new trends

• Highlight weaknesses based on data analysis for improvement purposes • Conduct comment

analysis

• Maintain and update frequently Client and TP reports

• Calculate statistical valid sample size of Transaction monitoring for all types of transactions and

assign it to the CSS/QA Representatives for execution

• Prepare & update Transaction monitoring plan on a weekly/monthly basis

• Follow up on sample size completion

• Organize and coordinate calibration sessions, gather, analyze and communicate the results

• Prepare and communicate analysis for New Hires to identify training needs and opportunities for

improvement of recruiting profiles

• Take calls for educational purposes on a weekly basis

• Work with Management to prioritize business needs

• Monitor transactions in case that is calibrated and based on language skills for support

• Attend planned meetings and deliver feedback related to team performance

(DSM/DMAIC/Process Level improvements)

• Provide analysis needed and participate in Problem Solving Process-DMAIC sessions

• Be positive and proactive and have a desire for applying continuous improvement processes

• Adhere to laws, regulations, company policies, procedures, internal and external Standards

• Attend recurrent trainings published by the Client/Company on a regular basis

Required Qualifications

Education and specific Training

High school diploma or equivalent

German & English B2 or above CEFR proficiency level

Proficient in selected language

Work Experience

At least 12 months experience as Quality Analyst.

Soft Skills & Other Requirements

Competencies and specific skills:

Technology

• Applicable computer Operating System (Windows/iOS/Chrome OS/Android/Mac OS X. iOS)

• Office (Excel/PowerPoint) or equivalent tools

• Typing- WPM: 20 wpm

• Use of production tool(s)

• Use of phone system

• Client tools Interpersonal

• Effective Communication

• Written Communication

• Facilitating effective meetings

• Teamwork and Inclusion

• Organizational, attention to detail Process Knowledge

• Security Policies

• GDPR

• Providing and Receiving Feedback from others

• Ability to clearly understand a problem statement

• Problem Solving and Critical Thinking

• Health & Safety Policy

• Knowledge of KPIs

• StoryFAI Product knowledge

• QA Analyst Foundations course

• Client products / services Interpersonal

• Ability to prepare and present a case study Problem Solving

• Six Sigma Principles White/Yellow Belt (based on availability) o Intro to Lean Six Sigma o SFS Analyzing Data Process Knowledge

• BEST QA

• Table F (where applicable)

• PCI Systems Knowledge

• QMS / Intranet

• ServiceDesk ticketing tool