Job Title: Quality Assurance Specialist
This is an exciting opportunity to work on a quality control project with our client, focusing on internet-based searching and video sharing platforms.
As a Quality Assurance Specialist, you will be responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling.
You will be accountable for achieving both external and internal quality metrics, focusing on efficiency, continuous improvement in customer and client satisfaction.
* Daily completion of quality reviews and appeal reviews
* Deliver quality feedback to team members on completion of quality sample and appeal reviews
* Execute actions for individuals and/or teams to maintain or improve SLA performance
Key Responsibilities:
* Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the project in all locations
* Conduct root cause analysis of quality errors and provide corrective solutions to the QA Team Lead
* Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
* Identify quality trends for the market/agents supported and develop corrective solutions
* Report bugs and continually check if bugs have been resolved
* Work with team members and colleagues to ensure enough grey area cases are reported
* Develop process tests weekly or monthly and use results to conduct team refresher training or individual feedback
* Conduct internal and external calibration exercises to ensure alignment within the internal team and the client
* Contribute to the innovation process by submitting new ideas or process improvements
Required Skills and Qualifications:
* C1/C2 level in written and spoken German, plus fluency in English is essential for this role
* Previous experience as a Quality Analyst or informal career path in a QA team is desirable
* Experience working within a customer-focused environment
* Ability to effectively and accurately communicate feedback
* Ability to impart positive and negative feedback in one-to-one and group forums
* Excellent verbal and written communication skills
* Excellent technical aptitude including fluency in Excel reporting
* Proven ability to consistently meet or exceed performance-related targets
* Strong analytical skills
* High attention to detail
* Positive can-do attitude
* Competencies: Solutions Oriented, Initiative, Collaboration, Organisational Commitment, Customer Focus, Organisation & Planning, Analysis & Attention to detail, Resilience & Adaptability, Creativity and Innovation