Join our dynamic team as a Quality Evaluator in our multilingual BPO center, where you'll play a pivotal role in elevating our service quality to international standards. As the expert in transforming quality goals into daily team practices, you'll lead initiatives, provide valuable feedback, and ensure continuous improvement.

Key Accountabilities:

• Spearhead dynamic initiatives ensuring contractual SLAs are met, driving quality audit targets to new heights.
• Proactively identify risks, delivering timely feedback and actionable recommendations on audited interactions.
• Elevate team performance through engaging briefings, sharing qualitative insights, process updates, and top error insights.
• Facilitate calibration sessions with cross-functional teams, ensuring alignment and maintenance of quality standards.
• Drive continuous improvement through comprehensive variance and flux analysis, pinpointing optimization opportunities.
• Conduct regular checks to spotlight abnormalities, enabling swift internal team resolution.
• Demonstrate expertise in coaching at the agent level, optimizing end metrics such as FCR, C-SAT, and AHT.
• Utilize visual management tools to provide real-time insights into team performance, identifying process or technology gaps for streamlined enhancements.
• Collaborate effectively with training and supervising teams, refining materials and leading targeted focus areas for quality enhancement.
• Mentor and empower junior team members, fostering a culture of growth and excellence.
• Cultivate strong client relationships, championing proposals and initiatives for continuous quality improvement

How You Can Create Influence:

• Bilingual proficiency in German (min. C1 level) and English, enhancing global communication capabilities.
• Expertise in GDS, a vital asset for navigating complex systems effectively.
• Stellar interpersonal skills adept at fostering collaboration within diverse, multicultural teams.
• Proven track record in coaching and providing constructive feedback, nurturing talent for optimal performance.
• Extensive experience in BPO/contact center environments, bringing invaluable insights to the role.
• Exceptional ability to listen attentively and analyze data, driving informed decision-making.
• Proficiency in MS Office suite, empowering efficient workflow management and documentation.
• Holds a degree in any discipline, demonstrating a commitment to continuous learning and professional growth.

Perks and Benefits:

• Competitive salary package, reflecting your expertise and contributions.
• Meal tickets
• Private medical subscription
• Reimbursement for public transportation subscription
• “Bring a friend” Referral Program – Consistent rewards for recommendation
• Possibility of exciting incentives or tenure-based bonuses within the project to reward your exceptional performance
• Permanent contract with the potential for advancement, providing stability and security.
• Full payed training provided by the company