We are looking for a German Quality Analyst to ensure that all external and internal requirements are met. You will be responsible for monitoring procedures and outputs and identifying mistakes or non-conformity issues. […]
Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills) […]
Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained...