Quality Assurance Specialist - German

Quality Assurance Specialist – German

The main responsibilities of the role focus on the continuous evaluation of customer experience and the performance of the German‑speaking team through qualitative and quantitative assessments.

Key Responsibilities

• Systematically monitors customer interactions across all service channels of the German‑speaking team (chat, phone, email), ensuring consistently high service quality through the use of Quality Monitoring tools.
• Performs qualitative and quantitative analysis of agent performance (e.g., QA scores, CSAT, process adherence).
• Identifies improvement areas and proposes well‑documented recommendations aligned with quality standards, both in terms of communication practices and procedural enhancements.
• Detects training needs, recommends corrective actions, and supports initiatives aimed at improving results and ensuring an excellent customer experience.
• Regularly communicates quality findings to relevant stakeholders to enable timely and effective action.
• Participates in projects related to the improvement of Quality Assurance processes and the overall customer experience strategy.

Required Qualifications

• Previous experience in a call center environment.
• Excellent command of the German language (C1–C2 level).
• Very good command of Greek, both written and spoken.
• Good command of English (B2 level) with relevant certification.
• Excellent knowledge of MS Office.
• Completed military obligations (for male candidates).
• Strong analytical thinking and problem‑solving ability.
• Attention to detail and high accuracy.
• Excellent written and verbal communication skills.
• Ability to provide structured and constructive feedback.
• Ability to work both independently and effectively within a team.

Desired Qualifications

• Degree in higher education (University/College/IEK).
• Experience in a Quality Assurance role or in customer service quality improvement.
• Experience in creating reports, dashboards, and presentations.

Benefits

• Competitive monthly salary and insurance coverage from day one.
• Continuous training on products and services.
• Career development opportunities in a growth‑oriented environment.
• Access to an extensive e‑learning library for skill development.
• Corporate mobile plan and preferential telephony packages.
• Annual meal voucher.
• Additional benefits through corporate partnerships.