Quality Support Specialist
3 days ago
We are looking for a self-motivated, dynamic, and enthusiastic Bilingual (English/German) **Customer**
**Happiness Quality Support Specialist**. In this role, you will be responsible for monitoring and auditing
expectations. Reporting to the Customer Happiness Training & Quality Manager, the Customer
Happiness Quality Support Specialist will analyze customer service performance metrics and provide
meaningful insights and recommendations that will enhance our customer experience and drive
successful business outcomes
**WHAT YOU’LL DO**:
- Summarize findings and recommend solutions to management for individual and systematic
and/or process improvements.
- Work in conjunction with leadership and the training team to identify training needs.
- Facilitate coaching sessions with customer happiness representatives to ensure service standards
are being achieved, and exceeded, regularly.
- Actively participate in quality review calibration sessions with leadership and/or other
operational stakeholders to ensure consistency in evaluations and feedback for continued skill
development are achieved.
- Analyze call center performance metrics to identify process and conversation opportunities to
assist with projects around conversation improvements within customer happiness.
- Continuously evaluate processes and procedures and provide recommendations that will enhance
the customer experience. Review and advise on the methods necessary to improve operations,
efficiency, and service to customers.
- Assist in special projects or assignments as needed by the business.
- Associate’s degree in a related field
- Must speak Fluent/Native German and Fluent English
- Minimum of 2 years experience in a similar role within a call center environment
- Excellent verbal and written communication skills with good command of English and German
language
- Exceptional listening and analytical skills
- Meticulous attention to detail with the ability to analyze and score representatives fairly and
consistently
- Technical ability to create reports and use data to make effective decisions
- Knowledge of call center metrics, reporting, and quality monitoring
- The ability to thrive in a fast-paced environment with a consistent “can-do” attitude
- Strong attention to detail and a proven ability to manage multiple work streams at once
- Ability to adapt and flex in a rapidly changing environment
- Must be comfortable speaking in small or larger audiences when providing feedback
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