Quality Assurance Specialist
21 hours ago
As a Junior Quality Assurance Specialist, you will play a vital role in ensuring the highest standards of quality across our operations. Your primary objective will be to foster a culture of efficiency and continuous improvement, driving exceptional customer and client satisfaction.
Key Responsibilities:- Conduct thorough quality reviews and appeal reviews, delivering actionable feedback to agents on completion.
- Execute targeted actions to maintain or improve Service Level Agreement (SLA) performance, collaborating closely with the QA Team Lead and Quality Analysts.
- Identify quality trends, develop corrective solutions, and report risks to the QA Team Leader in a timely manner.
- Work closely with agents and colleagues to ensure sufficient grey area cases are reported, promoting a comprehensive understanding of market dynamics.
- Develop and implement PKT tests, using results to conduct team refresher training or individual feedback sessions.
- Participate in internal and external calibration exercises to ensure alignment within the internal team and with clients or vendors.
We seek candidates with a strong foundation in quality assurance, combined with excellent communication and interpersonal skills. Key qualifications include:
- Fluency in written and spoken German (C1/C2 level), as well as English.
- Previous experience in a quality assurance role or informal career path within a QA team is highly desirable.
- Ability to effectively communicate feedback, both positively and negatively, in one-to-one and group settings.
- Excellent verbal and written communication skills, coupled with technical aptitude and fluency in Excel reporting.
At our organization, we pride ourselves on providing a vibrant, multi-cultural environment that fosters growth and development. Our benefits package includes:
- Quarterly performance bonuses.
- Comprehensive benefits package.
- Subsidized health insurance.
- Access to discounted schemes.
- E-learning opportunities.
- Paid annual leave.
Our vision is to be our clients' trusted long-term partner for customer engagement in a constantly changing world. We value creativity, excellence, and respect, ensuring success for our partners and allowing us to thrive as one team. As an equal opportunity employer, we embrace diversity and do not discriminate on the grounds of gender, age, ethnicity, race, nationality, religion, disability, or any other characteristic.
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