Job Description

  • Provide clear insight into performance drivers and the levers which impact performance.
  • Manage auditing reports for Customer Care activities & transactions.
  • Design quality rules and guidelines to achieve the highest performances with team managers.
  • Compile and track performance for teams and individual level.
  • Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
  • Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
  • Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
  • Maintain department reporting of QA scores and trending.
  • Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
  • Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
  • Provide program and agent performance reporting, including statistical analysis and reporting.
  • Coordinate issue resolution for all levels of escalated issues.
  • Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
  • Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
  • Stay up to date on new products, procedures and marketing initiatives. Ad hoc projects.

Job Requirements

  • German Language: C1.
  • English Language: C1.
  • Technical background is a must.
  • Quality background is a must.
  • Call center background is a must.
  • Amazon knowledge is preferred but not a must.
  • QPT for at least 6 months.

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