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Job Description
- Monitor remote/side by side calls.
- Monitor unusual occurrences, report follow-up procedures, and report daily, monthly, and year-to-date comparisons.
- Analyze customer complaints and bad ratings and set an action plan.
- Analyze quality scores and share the insights along with the action plan to improve QA scores and processes.
- Report the repeated offenders from quality or complaints point of view.
- Prepare the audit plan and ensure it appropriately addresses the audit objectives
- Delivering coaching sessions to agents and tracking the outcome of the coaching.
- Measuring the improvements to the monitoring process and the coaching given.
Job Requirements
- Quality Coach Experience
- C1 to C2 German speaker
- B2 to C1 English speaker
- Excellent Written and verbal communication skills in both languages.
- Attention to detail.
- Time management.
- Problem-solving.
- Multitasking.
- Ability to work as part of a team.
- Knowledge of quality standards.
