German Speaking Quality Analyst Lisbon, Portugal, Portugal

Our client is an American, fortune 500 multinational corporation that provides IT services including digital technology, consulting, and operations services.
The Role As a Quality Assurance Specialist you will be responsible for monitoring the quality of the customer support team to ensure they meet KPI's guidelines. Providing 1-2-1 feedback and coaching sessions to improve performance will be part of your daily tasks and responsibilities. In this role you will work closely with the operational team managers to ensure internal and external QA reporting are done in a timely manner. You will be responsible for assuring the quality of the team, performing audits on the team's tickets, figuring out weak points in the support given to customers and mentoring the team to improve their overall quality. In this role you will also:
Audit decision accuracy and actively review decision accuracy audits to ensure consistency and alignment with internal standards and policies.Manage investigations of escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect.Mentor agents on the use of quality tools and systems.Develop process documentation and aggregate feedback about the functionality of quality tools.Requirements Excellent communication skills both verbally and written in German and English.Previous experience in working in a call centre.Experience with Quality Assurance.Ability to motivate and coach team members.Strong Customer Service experience.Good analytical skills.Have a flexible attitude.Offer: Excellent basic salary of €22,400 salary gross p/a.Pleasant and inspiring working atmosphere.Opportunity to be part of a rapidly expanding global organisation.New office facilities in a convenient location in Lisbon.Full training.Health insurance.Life insurance is also provided.Public transport reimbursement.6% performance bonus.€60 per month travel allowance/working from home allowance.€7.63 per working day meal allowance.€2000 relocation support (paid along with first salary).
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