Job Description
Role purpose:
To conduct comprehensive audits and evaluations of transaction quality within voice, chat, & BO channels, ensuring adherence to established standards. Perform detailed data analysis to identify areas for improvement, providing actionable recommendations to the operations team in alignment with the overall quality framework as well as local market guidelines. Coach shares effective coaching methodologies with Team Managers to foster continuous performance improvement. Serve as a subject matter expert in quality assurance, driving consistent excellence in service delivery.
Key accountabilities and Decision Ownership:
• Quality Auditing: Conduct through audits to assess and evaluate the quality of transactions across all channels, ensuring compliance with internal process standards and hygiene.
• Data Analysis and Insights: Analyse transactional data to uncover trends and identify improvement areas. Provide actionable recommendations to the operations team to enhance efficiency and service quality.
• Coaching and Development: Mentor and coach advisors, supporting their professional growth and ensuring adherence to best practices to optimize team performance.
• Subject Matter Expert:
- Serve as the go-to expert in team performance, auditing, coaching, and driving process improvements.
- Develop, publish, and monitor performance dashboards, analysing key performance and process hygiene indicators.
- Reports on failures, and facilitates ideation and business improvement ideas
• Stakeholder Management:
- Participate in client-facing meetings or calls to update on service performance, audit results, and improvement initiatives.
- Client Calibration: attending and participating in regular calibration forums to ensure measurement and evaluation unification
- Build and maintain strong relationships with internal stakeholders, ensuring clear communication of performance insights and recommendations.
- Collaborate with internal teams to ensure alignment with client expectations and service delivery standards.
- Provide necessary reports and updates to relevant internal and external stakeholders
- Problem Solving and Process Improvement: Proactively identify and report potential operational failures, acting as an early warning system. Facilitate ideation and business improvement initiatives, collaborating with teams to resolve issues and optimize workflows.
Core competencies, Knowledge and Experience:
- Expertise in auditing, coaching, and reporting, with a strong focus on continuous improvement and client satisfaction.
- Strong proficiency in Microsoft Office Suite, with excellent data analysis and presentation skills.
- Outstanding verbal and written communication abilities, with a talent for managing client expectations and addressing concerns.
- A meticulous attention to detail, complemented by strong problem-solving and analytical skills.
Must have technical / professional qualifications:
- German Language Level of C2
- Min of 1-year VOIS Care/DE Account experience
- Exceptional written and verbal communication skills, particularly in a client-facing environment.
- Flexible to work in different shifts
- Strong Analytical thinking
- Quality orientation
- International Background
- Proficient MS-Office skills
- Knowledge of Quality tools
- Participated in projects
- Experience in Quality Auditing
- Visual Basics Working knowledge
Band H1
