Job Title: Quality Assurance Coordinator
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Overall Job Purpose and Responsibilities
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This role presents an opportunity to work with a high-profile client focused on internet-based services and video sharing platforms.
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As a Quality Assurance Coordinator, you will be responsible for the overall quality performance of the operation by encouraging streamlined issue handling.
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You will be accountable for achieving external and internal quality metrics, focusing on efficiency, continuous improvement in customer satisfaction, and maintaining high-quality standards.
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Key Duties:
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* Conduct regular quality reviews and appeal reviews
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* Deliver quality feedback to agents after completion of quality sample and appeal reviews
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* Develop and implement actions to maintain or improve Service Level Agreement (SLA) performance
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* Participate in daily meetings with the QA Team Lead and Quality Analysts supporting the product in all locations
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* Analyze root causes of quality errors and provide corrective solutions to the QA Team Lead
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* Identify and report potential risks to the QA SLA in a timely and efficient manner
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* Recognize quality trends for the market/agents supported and develop corrective solutions
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* Report bugs and verify if they have been resolved
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* Collaborate with agents and colleagues to ensure sufficient grey area cases are reported
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Weekly Tasks and Deliverables
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Hold weekly catch-ups with SME and Training teams to assess current new hire training and identify necessary amendments
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Develop PKT tests and use results to conduct team refresher training or individual feedback
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Facilitate internal and external calibration exercises to ensure alignment within the team and with clients or vendors
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Contribute to innovation processes by submitting new ideas or process improvements
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Support additional workflow requests from clients
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Required Skills & Qualifications
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C1/C2 level written and spoken German plus fluency in English is required for this position
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Previous experience as a Quality Analyst or informal career path in a QA team is desirable
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Experience working in customer-focused environments
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Ability to effectively communicate feedback
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Ability to deliver positive and negative feedback in one-to-one and group forums
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Excellent verbal and written communication skills
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Strong technical aptitude including proficiency in Excel reporting
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Proven ability to meet or exceed performance-related targets
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Strong analytical skills
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Attention to detail
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Positive can-do attitude
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Benefits & Advantages
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A vibrant, multi-cultural environment
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Opportunities for Career and Personal Development
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Quarterly performance bonus
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Comprehensive Benefits Package
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Subsidized Health Insurance
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Access to Discount Schemes
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E-learning opportunities
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Paid Annual Leave
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