Call Quality & Training Analyst German Market

About the position

We are looking for a detail-oriented QA Specialist to support the German and Austrian Sales Contact Center by monitoring service quality, identifying training needs, and driving continuous improvement in customer interactions and team performance.

Responsibilities:

• Conduct quality monitoring to improve the efficiency of the German and Austrian sales team through detailed evaluations and constructive feedback.
• Review call recordings and customer interactions to ensure compliance with quality standards.
• Design and manage evaluation forms and criteria aligned with company goals.
• Provide supervisors with actionable insights into individual and team performance.
• Analyze quality data to uncover trends and areas for enhancement.
• Prepare and deliver comprehensive QA reports with recommendations for improvement.
• 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.
• Stay current on industry best practices and tools for quality assurance in contact centers.

Requirements:

• Minimum of two years experience in a QA role, ideally in a contact center or customer service setting.
• Fluent in both German and English, with excellent written and verbal communication skills.
• Strong problem-solving, organizational, and analytical abilities.
• Collaborative mindset and experience working with cross-functional teams.
• Proficiency in Microsoft Office, PowerPoint, and project management tools.
• Ability to manage deadlines effectively.
• A proactive, adaptable professional with a positive attitude and dedication to high-quality work.

Place of work