
Performance Quality Inspector
2 days ago
Job Title: Quality Assurance Coordinator
">Overall Job Purpose and Responsibilities">This role presents an opportunity to work with a high-profile client focused on internet-based services and video sharing platforms.
">As a Quality Assurance Coordinator, you will be responsible for the overall quality performance of the operation by encouraging streamlined issue handling.
">You will be accountable for achieving external and internal quality metrics, focusing on efficiency, continuous improvement in customer satisfaction, and maintaining high-quality standards.
">Key Duties:
">- ">
- Conduct regular quality reviews and appeal reviews">
- Deliver quality feedback to agents after completion of quality sample and appeal reviews">
- Develop and implement actions to maintain or improve Service Level Agreement (SLA) performance">
- Participate in daily meetings with the QA Team Lead and Quality Analysts supporting the product in all locations">
- Analyze root causes of quality errors and provide corrective solutions to the QA Team Lead">
- Identify and report potential risks to the QA SLA in a timely and efficient manner">
- Recognize quality trends for the market/agents supported and develop corrective solutions">
- Report bugs and verify if they have been resolved">
- Collaborate with agents and colleagues to ensure sufficient grey area cases are reported">
Weekly Tasks and Deliverables
">Hold weekly catch-ups with SME and Training teams to assess current new hire training and identify necessary amendments
">Develop PKT tests and use results to conduct team refresher training or individual feedback
">Facilitate internal and external calibration exercises to ensure alignment within the team and with clients or vendors
">Contribute to innovation processes by submitting new ideas or process improvements
">Support additional workflow requests from clients
">Required Skills & Qualifications">C1/C2 level written and spoken German plus fluency in English is required for this position
">Previous experience as a Quality Analyst or informal career path in a QA team is desirable
">Experience working in customer-focused environments
">Ability to effectively communicate feedback
">Ability to deliver positive and negative feedback in one-to-one and group forums
">Excellent verbal and written communication skills
">Strong technical aptitude including proficiency in Excel reporting
">Proven ability to meet or exceed performance-related targets
">Strong analytical skills
">Attention to detail
">Positive can-do attitude
">Benefits & Advantages">A vibrant, multi-cultural environment
">Opportunities for Career and Personal Development
">Quarterly performance bonus
">Comprehensive Benefits Package
">Subsidized Health Insurance
">Access to Discount Schemes
">E-learning opportunities
">Paid Annual Leave
"]},-
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