German Quality Supervisor

Responsibilities:

•  Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
•  Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
•  Attends and participates in meetings with supervisors and Team Managers / Project Leaders to
• discuss outputs of monitoring.
•  Reports script problems or questions to appropriate areas.
•  Assists clients in monitoring specific programs as needed.
•  Communicates with supervisors on program changes, and communicates CSR actions to supervisors. for performance appraisals
•  Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved.
•  Provides relevant information for Monthly Quality Report.
•  Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained.
•  Acts at least half a day per week as CSR to keep up experience.
•  Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.

Compliance:

•  Takes personal responsibility to understand and comply with all company and client security requirements and policies.
•  Ensures that all team members comply fully with the security policies and requirements of Foundever and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.

Education:

 College degree

Languages proficiency

•  Advanced level of German Language (C1).
•  V.Good command of English (B2).

Experience Target (in this job or a related function/field):

Minimum of 12 months call center experience, preferably as a Product Specialist/Mentor. Successful coaching and management of others.

Skills:

•  Strong verbal and written communication skills.
•  Good organization / time management skills.
•  Ability to work with a variety of people from diverse backgrounds.
•  Ability to make fair and consistent judgments and decisions.
•  Ability to solve problems and offer suggestions.
•  Ability to influence behavior.
•  Effective project management.
•  Ability to adhere to all organizational policies and procedures.
•  Ability to give constructive feedback to CSRs which lead to performance improvement.
•  Counseling skills.

Knowledge/Abilities:

•  Ability to organize, prioritize and multi-task.
•  Good knowledge of effective scripting
•  Experience of relevant training and coaching techniques
•  Good listening skills
•  Logical and objective approach to call assessment
•  Ability to provide feedback in a positive and supportive manner
•  Able to effectively use Microsoft applications (i.e. Word, Excel, PowerPoint, Project, Outlook etc.)