Quality Assurance Analyst, German Speaker
TP
Job Level
Mid-LevelSenior
About the role
- Report to Quality Team Lead and be responsible for overall quality performance and continuous improvement
- Daily completion of quality reviews and appeal reviews
- Deliver quality feedback to agents after reviews
- Execute actions for individuals and/or team to maintain or improve SLA performance
- Participate in daily huddles with QA Team Lead and Quality Analysts supporting the sample product
- Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
- Identify risks to the QA SLA and report to the QA Team Leader
- Identify quality trends and develop corrective solutions
- Report bugs and verify resolution
- Work with agents and colleagues to ensure grey area cases are reported
- Weekly catch ups with SME and Training teams to assess and amend new hire training
- Develop PKT tests weekly or monthly and use results for refresher training or individual feedback
- Conduct internal and external calibration exercises to ensure alignment with client and vendors
- Contribute innovation ideas and support additional workflow requests from the client
Requirements
- C1/C2 in written and spoken English is essential
- Previous experience as a Quality Analyst or informal career path in a QA team is desirable
- Experience working within a customer focused environment
- Ability to effectively and accurately communicate feedback
- Ability to impart positive and negative feedback in one to one & group forums
- Excellent verbal and written communication skills
- Excellent technical aptitude including fluency in Excel reporting
- Proven ability to consistently meet or exceed performance related targets
- Strong analytical skills
- High attention to detail
- Positive can-do attitude
- Competencies: Solutions Orientated; Initiative; Collaboration; Organisational commitment; Customer Focus; Organisation & Planning; Analysis & Attention to detail; Resilience & Adaptability; Creativity and Innovation
- Minimum Skills: Process Excellence; Collaboration; Communication; Emotional Intelligence; Open-Mindedness; Critical Thinking; Solution Orientation; Entrepreneurship; AI Proficiency; Data Literacy
