German Speaking Quality Analyst - Call Centre

German-speaking Quality Analyst
Athens, Greece (On-site)
Employment Type: Permanent Contract

Salary gross €1300 a month +  bonus up to 10% + private medical + vouchers

About the Role

Do you have an eye for detail and a passion for quality assurance? We are looking for a German-speaking Quality Analyst to join the team in Athens, Greece. As a key player in the quality assurance process, you will monitor, evaluate, and improve the performance of customer service advisors to ensure compliance with operational standards. Your role will be vital in identifying training needs, delivering constructive feedback, and driving continuous improvement.

If you are methodical, analytical, and skilled at giving feedback that drives performance, this is an exciting opportunity to grow your career.

Your Responsibilities

As a Quality Analyst, your daily responsibilities will include:

• ️ Quality Monitoring: Take ownership of the quality methodology, ensuring effective implementation and continuous development across operations.
• Call Audits & Monitoring: Monitor advisor interactions (calls, emails, and chats) to ensure compliance with procedures and quality standards.
• Feedback & Coaching: Deliver clear, constructive feedback to advisors to drive performance improvements and ensure adherence to best practices.
• Quality Reporting: Provide input for Monthly Quality Reports and share key findings and insights with the Operations and Training teams.
• Calibrations & Consistency: Participate in monthly calibration sessions to ensure quality assessments remain consistent and aligned with company and client expectations.
• ️ Process Improvement: Identify non-conformity issues, suggest operational improvements, and contribute to the continuous improvement of processes and procedures.
• Cross-Department Collaboration: Work closely with the Training Department and Operations Team to ensure quality standards are met and training needs are addressed.

What You'll Need to Succeed

To be successful in this role, you'll need:

• Language Skills: Native or proficient German (C2) and advanced English (C1 or higher, both written and spoken).
• Experience: Previous experience as a Quality Analyst or a similar role in a call center, BPO, or customer service environment.
• Analytical Skills: Ability to make fair and consistent judgments and use problem-solving skills to drive improvement.
• Coaching Skills: Ability to provide clear, constructive feedback that motivates advisors to improve performance.
• Interpersonal Skills: Ability to work with a variety of people from diverse backgrounds, building strong, professional relationships.
• Organizational Skills: Strong time management and organizational skills, with the ability to prioritize and manage multiple tasks.
• Decision-Making Ability: Confidence in making independent decisions and delivering sound judgments.
• Legal Requirements: Must hold EU citizenship or a valid work permit for Greece. Candidates must be local or willing to relocate to Athens, Greece.

Preferred Skills & Qualities

• Detail-Oriented: Ability to spot even the smallest details that can affect quality.
• Influencing Skills: Ability to influence behavior and instill best practices in teams.
• Adaptability: Willingness to adjust processes and approaches as client requirements evolve.
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