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Quality Support Specialist
6 days ago
We are looking for a self-motivated, dynamic, and enthusiastic Bilingual (English/German) **Customer **Quality Support Specialist**. In this role, you will be responsible for monitoring and auditing customer representatives' interactions to ensure the highest level of Quality
The Customer Quality Support Specialist will analyze customer service performance metrics and provide meaningful insights and recommendations to enhance our customer experience and drive successful business outcomes.
**Responsibilities**:
- Evaluate interactions with customer representatives.
- Summarize findings and recommend solutions to management for individual and systematic and/or process improvements.
- Work with leadership and the training team to identify training needs.
- Facilitate coaching sessions with customer representatives to ensure service standards are regularly achieved and exceeded.
- Analyze call center performance metrics to identify process and conversation opportunities to assist with projects around conversation improvements within 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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