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GERMAN SPEAKING QUALITY ANALYST DUBLIN, IRELAND


  • Spoton Connections
  • 11/24/22
  • Malta
  • Slm1106
  • DOE / Yearly
  • Full-Time
Our client in Dublin is looking for a German-speaking Quality Analyst to join their growing Team!

Main Responsibilities:
The main focus of the Quality Analyst is to perform monitoring.
The Quality Analyst (QA) is responsible for monitoring transactions between CSR s and Customers (Voice, Email, Chat, Click-to-Call, Social Media other channels) to identify and suggest opportunities for improvement needs in the projects in order to help to meet the clients expectations concerning CSR s and project performance.

Main tasks:
Findings identification that allows the improvement of CSR and operational results;
Apply BEST QA Requirements;
Identify risks in the projects and suggest ways of internal control to mitigate the associated risks;
Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals;
Provide valuable information about the project to the Business Quality Analyst (BQA);
Delivery productivity;
Identify training needs;
Reporting of nonconforming situations;
Participation in calibrations sessions;

Requirements:
Previous experience in a similar role, ideally BPO environment
Great communications skills both written and verbal in German and EnglishStrong motivation to perform and achieve great results
Good analytical and presentation skills


Employer Information

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