Customer Service Quality Analyst - German Job at Alpha Talent Solutions, Malta

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  • Alpha Talent Solutions
  • Malta

Job Description

Our client is seeking a meticulous and results-driven Quality Assurance (QA) Specialist to join their Contact Center team in Malta , supporting the German and Austrian Sales Department . This role is essential in ensuring high-quality customer interactions, improving team performance, and maintaining company quality standards . Working closely with supervisors and the Learning & Development team , the QA Specialist will help identify skill gaps and implement strategies for continuous service enhancement.

Key Responsibilities:

  • Monitor and evaluate the quality of customer interactions to improve the efficiency of the German and Austrian sales team through structured assessments and constructive feedback.
  • Review call recordings and customer interactions to ensure compliance with company quality standards.
  • Develop and maintain evaluation forms and criteria to align with business objectives and quality benchmarks.
  • Provide supervisors with actionable insights into individual and team performance to drive improvements.
  • Analyze quality data to identify trends, areas for enhancement, and opportunities for training.
  • Prepare and present comprehensive QA reports with recommendations for optimizing service delivery.
  • Collaborate with the Learning & Development team to address skill gaps and implement training initiatives.
  • Suggest and drive process improvements to enhance customer experience and streamline operational workflows.
  • Stay up to date with industry best practices and emerging tools for contact center quality assurance.

Requirements:

  • Minimum two years of experience in a Quality Assurance role within a contact center or customer service environment .
  • Fluency in German and English , with strong verbal and written communication skills.
  • Excellent analytical, organizational, and problem-solving abilities .
  • Proven experience collaborating with cross-functional teams and providing performance insights.
  • Proficiency in Microsoft Office, PowerPoint, and project management tools .
  • Ability to manage multiple tasks and meet deadlines effectively .
  • A proactive, adaptable, and detail-oriented professional with a strong commitment to quality.

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