Quality Analyst - German

Overview

We are hiring a Quality Analyst to join our team in Dublin on a full-time, permanent basis. The salary offered for this role is €44,351 annually, complemented by excellent benefits and internal opportunities for career growth.

Role Summary

As a dedicated Quality Analyst, you will be the primary quality assurance contact for an operational team. Your core responsibility will be to uphold superior standards across customer service interactions, including calls, emails, and chat channels, ensuring exceptional customer experience and adherence to client expectations.

Primary Duties

• Perform scheduled quality evaluations on customer interactions through various communication channels.
• Audit agent performance weekly to recognize individual and team patterns.
• Provide clear, constructive feedback and coaching guidelines to Team Leaders and frontline agents.
• Collaborate with Team Leaders to boost performance and meet quality and SLA benchmarks.
• Generate precise quality reports, dashboards, and conduct trend analyses.
• Identify areas requiring refresher training and assist in developing relevant training materials.
• Partner with the Client to integrate quality framework updates, optimize processes, and implement policy adjustments.
• Ensure alignment of quality standards with business goals and customer expectations.
• Monitor compliance with department policies, procedures, and regulatory requirements.
• Facilitate continuous improvement efforts and enhance business processes.
• Adapt flexibly to evolving business needs and operational priorities.

Essential Skills & Experience

• Fluent in both English and German, with strong written and verbal communication skills.
• Previous exposure to customer service or technical support within a contact center environment.
• Analytical mindset with solid problem-solving skills.
• Strong organizational ability and effective time management.
• Capability to handle multiple priorities efficiently in a dynamic setting.
• Confidence in communicating and influencing stakeholders at various organizational tiers.
• Exceptional attention to detail and dedication to maintaining quality.
• Proficiency in Microsoft Office suite, notably Excel.

Preferred Qualifications

• Over three years of experience in Quality Assurance or as a Quality Analyst.
• Familiarity auditing multiple customer support platforms including voice, email, and chat.
• Experience advising and coaching staff via Team Leaders.
• Understanding of quality frameworks, detailed reporting, and root cause analysis.
• Background in project management or continuous improvement methodologies.
• Knowledge of business process enhancement techniques.
• Experience working with SLAs, KPIs, quality metrics, and scorecards.