Call Center Quality Auditor - German

Job Description 
•       Excellent verbal and written communication skills and demonstrated use of those skills in a professional role
•       2 to 3 years call center experience
•       Additional experience working directly with customers outside a call center environment
•       Detail-oriented
•       Self motivated to work independently and achieve results during large portions of the day
•       Experience with coaching and development
•       English + German and other languages like French, Japanese, Italian are plus

Job Duties
•       Measure and evaluate the performance of those who come in direct contact with customers (voice calls and written chat/email/case notes/social media interactions)  
•       Grade all interactions based on a thorough scale appropriate for each medium
•       Use call monitoring and audio recording software to evaluate voice call performance  
•       Identify and forward examples of high quality calls and poor quality calls to leadership team  
•       Identify performance gaps and root causes including missed customer satisfaction opportunities and create solution alternative for agent coaching
•       Partner with management team to deliver feedback regarding customer interactions, including opportunities for improvement  
•       Prepare and present daily, weekly, monthly, and quarterly call monitor (voice) and chat/email/case notes/social media (written) audit reports  
•       Assist with the development and training of all new personnel
•       Identify quality process, measurement, and customer care delivery opportunities for improvement

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