We are currently hiring for an important project in the QAAS (Advisory Services) domain for a leading American information technology company with a notable presence in the social media industry.
As a Quality Assurance Specialist, you will be responsible for the following:
* Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS.
* Need to conduct Gen AI audits and share analysis of findings along with recommendations for improvement.
* Conduct regular one‑on‑one or group calibration to ensure evaluations are aligned based on business requirements.
* Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant local market nuances.
* Apply critical thinking and analytics to provide insights to the client.
* Conduct weekly analysis to identify error trends and perform root cause analysis (RCA) for top errors.
* Highlight trends and red flags to the business for better improvements.
* Ensure accurate maintenance of the sample calls/chats library in accordance with local legal requirements.
* Collaborate with internal and external stakeholders, highlighting QA trends and insights.
* Provide a bi‑weekly QA dashboard highlighting QA audit completion and trends to all stakeholders.
Requirements:
* Fluent in German and English.
* Degree or equivalent practical experience.
* Minimum of 2 years experience in a sales or call center environment with Quality Assurance experience.
* Excellent interpersonal and communication skills.
* Self‑motivated, entrepreneurial, and comfortable dealing with ambiguity.
* Ability to work in a fast‑paced environment.
* Strong attention to detail and ability to identify explicit and implicit signals which may translate into opportunities for agents.
* Coaching experience is a plus.
* Experience in the advertising industry is a plus.
Benefits:
* Opportunity to work in a fast‑growing company and in a multinational environment for some of the biggest brands in the world.
* Potential for career growth within the organization and the opportunity to build a successful career path.
* Access to a diverse range of benefits.
* Personal and professional development through a variety of training programs covering both hard and soft skills.
* Comprehensive salary package with various components.
* Private medical insurance.
* Pension and retirement schemes.
* Life insurance.
* Income protection.
* Various other social benefits.
If you are proactive with a mindset for professional growth, eager to tackle and conquer new challenges, open to adapting and enhancing your current skills while acquiring new ones, we would be delighted to receive your application and promptly reach out to you for a more in‑depth conversation.
Seniority level
Associate
Employment type
Full‑time
Job function
Quality Assurance
Industries
IT Services and IT Consulting
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