Quality Analyst (German)

Key Responsibilities

Understand expectations and needs for quality, becoming an expert in monitoring process adherence, both on soft and technical skilling.

Analyze and research to understand trends and identify red flags, using info from monitoring and other data sources.

Active participation in operational meetings explaining quality monitoring findings and providing recommendations.

Lead calibration and coaching sessions with internal and external customers, including large global BPOs (business process outsourcers).

Responsible of projects to improve quality of service from our BPOs.

Maintain and distribute basic reporting on quality analysis work.

Other duties as assigned