Job Title: Quality Assurance Specialist
This role offers a unique opportunity to work alongside a high-profile client specializing in internet-based searching and video sharing platforms.
You will be responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling.
Duties and Responsibilities include:
* Conduct daily quality reviews and appeal reviews
* Deliver quality feedback to agents on completion of quality sample and appeal reviews
* Execute actions for individuals and/or team to maintain or improve SLA performance
* Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
* Conduct root cause analysis of quality errors and provide corrective solutions to 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 agents and colleagues to ensure enough grey area cases are reported
Required Qualifications & Experience include:
* C1/C2 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