German Quality Analyst – Contact Center QA

TP Systems

New

Mid 🇬🇧 English

BMS system Production tools

Job description

About the role

The German Quality Analyst will evaluate interactions between Operations Customer Experts (OCEs) and customers across multiple channels (voice, email, chat, social media, etc.). The role focuses on identifying improvement opportunities, mitigating risks, and enhancing overall service quality to meet client expectations.

Key responsibilities

Maintain independence and objectivity while evaluating OCE performance and documenting detailed rationale for each score.
Conduct calibration sessions and spot checks to ensure consistent application of QA criteria.
Identify risks, potential fraud, and security‑related issues and propose internal controls.
Provide analytical insights, reporting, and recommendations to improve OCE productivity and training needs.

Required profile

Bachelor’s degree or graduate qualification.
Fluency in English.
2‑5 years of experience in a contact‑center environment.
Strong analytical abilities and proactive reporting skills.

Required skills

Microsoft Excel
Microsoft Word
Microsoft PowerPoint
BMS system
Phone email system
Production tools

Questions fréquentes

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Published 1 day ago

Expires 1 month from now

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