German Speaking Contact Centre QA & Call Monitoring Specialist

About the position

We are seeking a detail-driven and proactive QA Specialist to join the team supporting the German and Austrian Sales Contact Center. This role plays a key part in enhancing the quality of customer interactions, spotting areas for improvement, and ensuring consistent service delivery. The ideal candidate will bring experience in quality monitoring, call evaluations, and training collaboration within a fast-paced, customer-focused environment.

Responsibilities:

• Monitor and assess calls and customer interactions to support the performance of the German and Austrian sales teams, offering clear and constructive feedback.

• Evaluate communication standards by reviewing call recordings and ensuring adherence to company guidelines and compliance frameworks.

• Develop and maintain assessment tools and quality scorecards aligned with operational and business objectives.

• Share data-driven insights with supervisors to support team development and individual coaching.

• Examine quality performance metrics to highlight trends, challenges, and opportunities for improvement.

• Compile and present detailed QA reports, including actionable recommendations.

• Collaborate with Learning & Development to identify training needs and support targeted skill development.

• Recommend and contribute to workflow and process enhancements that elevate customer experience and operational efficiency.

• Keep up with industry trends and evolving best practices in contact center quality assurance.

Requirements

• A minimum of 2 years of experience in a QA or quality monitoring role, preferably in a customer service or call center setting.

• Proficient in both German and English, with strong communication skills in both languages.

• Solid analytical, organizational, and critical-thinking skills.

• Proven ability to work well in a collaborative, cross-functional environment.

• Comfortable using Microsoft Office tools, particularly PowerPoint, Excel, and project management platforms.

• Strong time management and the ability to meet tight deadlines without compromising quality.

• Positive, flexible attitude with a strong sense of accountability and attention to detail.

Place of work