Quality Specialist, German
Core
Monitor, assess, and improve the quality of customer service interactions (phone, email, chat) between support teams and end-users to enhance satisfaction and adherence to standards.
Role type
Quality Specialist (Customer Support)
Builds
Customer service quality assurance processes and agent performance feedback loops
Domain
Consumer marketplace / Customer Support
Deliverable
dashboards & analysis
Required skills
Quality assurance, performance evaluation, data analysis, process improvement, coaching, German fluency, English fluency
Responsibilities
Monitor and evaluate customer interactions against quality standards; Conduct regular agent performance evaluations and provide constructive feedback; Analyze customer service metrics and KPIs to identify trends; Identify process improvements to enhance efficiency and satisfaction; Share feedback with Training & Development; Collaborate with support teams to address recurring issues.