Job Description

Roles & Responsibilities:

  • Provide clear insights into performance drivers and the levers which impact performance
  • Compile and track performance of the QAs, SMEs and Trainer on team and individual level
  • Ensure and maintain the quality of training
  • Audit QAs and provide feedback for improvement
  • Mentor and maintain QAs, SMEs and Trainers performance
  • Ensure that all QAs, SMEs and Trainers are meeting their KPIs
  • Hold weekly internal and external calibration sessions to ensure alignment on the quality guidelines
  • Provide analysis, action plans and recommendations to the management
  • Provide project and agent performance reporting, including statistical analysis and reporting
  • Collaborate with trainers and QA to establish a positive team environment that supports and reinforces best in/out of class customer service practices
  • Provide recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
  • Mentor and coach providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience
  • Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)

Skills & Requirements:

  • Fluency in English and German is a must
  • +2 years of people management experience
  • Quality/Training background is a must
  • Experienced in dealing with the client and global team
  • Knowledge of the processes and policies is a must
  • Excellent in driving performance and performing analysis
  • Excellent Microsoft Office and G Suite skills

Working Time

Full Time

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