02 set - Ro
Foundever
Required Language
German, English
Employment Type
Tempo pieno
Contract Type
Permanent
Description
Are you an analytical, detail-oriented individual, passionate about delivering the highest quality customer experience?
Do you enjoy coaching others, improving processes, and driving performance?
If so, you might be the next Quality Analyst – German & English for our support team.
Your Profile
German – Advanced level (C1)
English – Medium level (B2)
Completed higher education (college degree or equivalent) is required
Strong analytical mindset and attention to detail
Coaching and feedback delivery skills
Ability to work in a structured, KPI-driven environment
Flexibility to work in a rotational schedule, Monday–Sunday
Your future role: Job Objectives
Through transaction monitoring, CSAT evaluation, feedback, coaching, training support, and performance analysis, the Quality Analyst is responsible for identifying performance gaps and driving continuous improvement across the support team.
You will help ensure consistent service quality for customers receiving assistance for a portfolio of home and lifestyle products, including small domestic appliances and coffee solutions.
Responsibilities And Output
Monitor and score customer interactions across voice, email
Provide structured, proactive feedback and coaching to Customer Support Representatives on a weekly basis
Contribute positively to both employee engagement and client satisfaction
Participate in Calibration Sessions and Quality Meetings (internal and external) according to account needs
Deliver quantitative and qualitative analysis to positively impact Key Performance Indicators
Coordinate and facilitate actions on quality-impacted metrics through relevant data analysis
Compile and present reports requested by the Client or Management
Identify training needs and contribute to continuous improvement initiatives
WAH set-up accommodated
Benefits:
Competitive salary
Monthly performance bonus
35 RON meal
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