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BPO Quality Analyst - German

As Quality Analyst in our multilingual BPO center you will be the expert transforming Quality goals into daily team play. You will have a key role in helping our teams constantly perform at international quality level standards.

Job Description 

  • Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets
  • Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines
  • Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A
  • Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained
  • Produce and monitor variance and flux analysis for identifying improvement opportunities
  • Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s
  • Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT
  • Visual management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve
  • Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement
  • Mentor and train junior team members
  • Liaison with client(s) for proposing and adopting Quality improvement initiatives
  • Ability to relate and resonate at ease with a multi-cultural, diverse team
  • A genuine desire to help others improve and succeed
  • Strong coaching and giving feedback abilities

Knowledge & Skills

  • Fluent in German (min. C1 level) and English
  • Excellent oral, written and interpersonal communication skills
  • 1 year experience in a similar role in a BPO / contact center environment
  • Previous experience in airlines/travel industries is a significant advantage
  • Exceptional listening and analytical skills
  • Excellent command of MS Office
  • Graduate in any discipline

We Offer

  • Work from Home
  • Competitive salary package
  • Career growth opportunities within an international growing organization
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
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