Quality Coach (German Speaker)

Responsibilities:

• Oversee the development and implementation of quality assurance standards, policies, and procedures to ensure product quality and compliance with regulatory requirements.
• Analyze data to generate valuable insights, predict customer trends, and track key quality assurance metrics for improvement strategies.
• Track key quality metrics, and provide regular analytics reports to upper management.
• Make recommendations on process and policy improvements based on reports.
• Review agents conversations across all contact touchpoints to measure teams performance and track customer support quality.
• Report support teams performance to supervisors and maintain monthly performance logs.
• Participate in team meetings to discuss trends, agent review feedback, and implementation of quality management strategies.
• Collaborate with cross-functional teams to implement quality enhancements and resolve escalated issues

Qualifications:

• Proven experience in quality assurance within a call center industry.
• High language profile of German B2 or above.
• Strong analytical skills and ability to interpret data.
• Excellent communication and leadership abilities.
• High attention to detail and commitment to maintaining quality standards.