![Foundever](https://media.trabajo.org/img/noimg.jpg)
German Quality Analyst
2 weeks ago
**Required Language**
German, English
**Employment Type**
Full time
**Contract Type**
Permanent
**Description** JOB TITLE**: Quality Coach
**REPORTS TO**: Quality Supervisor
**PURPOSE OF THE JOB**
To help employees understand the client's mission and provide the customer
service objectives. To enable employees to work together as partners and create a
mentoring atmosphere of ongoing career development.
**KEY RESPONSIBILITIES**
Floor Management
? Responsible for queue management to achieve Account Service Levels
? Floor-walking to accommodate Agent queries and also for the monitoring of agents
availability for calls
? Effectively managing outbound activity
Agent Support & Development
? Team Motivation - Developing teamwork and job ownership across the account
? Supporting team members on account-specific issues (procedural & technical)
? Coaching team members toward PEP(Performance Empowerment Program)
targets
Quality
? Monitoring calls and providing feedback
? Leasing with the Quality Monitor and the Supervisor to identify training needs
Operational Duties
? Escalating cases to Client contact
? Taking calls & escalated team lead calls
? Taking client-escalated calls
? Provide feedback on problem status to customers
? Be proactive and able to collate data and act according to the Client/Customers’
needs
**CORE COMPETENCIES**
Result Orientation
Analysis
Teamwork
Communication
Customer Focus
**EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED**
**Experience**:
At least 6 months of call center experience is essential
**Skills Required**:
? Fluency in German (C1)
? Basic English Level is required (B1 to B2)
? Excellent people management skills
? Team player
? Ability to prioritize and multitask on a daily basis
? Ability to work under pressure and within a changing environment
? Excellent communication and customer service skills
? Excellent call-handling skills
**SECURITY COMPLIANCE**
Employees must maintain compliance with Foundever's safety, security, and privacy
programs. Responsible for actively participating in the Foundever safety, security, and privacy
programs to protect Foundever's business operations, facilities, and physical and intellectual property
and to ensure a safe and secure working environment for all Foundever employees.
**ETHICS COMPLIANCE**
Foundever is firmly committed to conducting business in compliance with the letter and spirit of the
law and other accepted standards of business conduct as reflected in the company's policies.
Employees are encouraged to observe the highest standards of professionalism at all times, and
are expected to adhere to Foundever's policies on ethics and integrity.
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