Quality Analyst - German Speaker (M/F)

Claire Joster is currently recruiting a German Quality Analyst (m/f) for a leading company in the customer experience industry in Lisbon.Responsibilities:Monitors performance on a daily basis, by taping, listening to, reviewing and evaluating calls;Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller;Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring;Reports script problems or questions to appropriate areas;Assists clients in monitoring specific programs as needed;Makes monthly call monitoring plan and execute this plan;Provides relevant information for Monthly Quality Report;Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained;Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other.Requirements:Higher education (valued);Native level of German (mandatory);High level of English proficiency;At least 2 years' experience in the same field;Excellent analytical skills and strong communication skills.FRESH - Business Analyst for Credit Risk Stress Testing FRESH - Business Analyst for Credit Risk Stress Testing#J-18808-Ljbffr