Call Quality & Training Analyst German Market Job at Alpha Talent Solutions, Malta

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  • Alpha Talent Solutions
  • Malta

Job Description

We are looking for a detail-oriented QA Specialist to support the German and Austrian Sales Contact Center by monitoring service quality, identifying training needs, and driving continuous improvement in customer interactions and team performance.

Responsibilities:

  • Conduct quality monitoring to improve the efficiency of the German and Austrian sales team through detailed evaluations and constructive feedback.
  • Review call recordings and customer interactions to ensure compliance with quality standards.
  • Design and manage evaluation forms and criteria aligned with company goals.
  • Provide supervisors with actionable insights into individual and team performance.
  • Analyze quality data to uncover trends and areas for enhancement.
  • Prepare and deliver comprehensive QA reports with recommendations for improvement.
  • Partner with the Learning and Development team to address skill gaps and training needs.
  • Suggest and implement process improvements to optimize customer experience and operational workflows.
  • Stay current on industry best practices and tools for quality assurance in contact centers.

Requirements:

  • Minimum of two years experience in a QA role, ideally in a contact center or customer service setting.
  • Fluent in both German and English, with excellent written and verbal communication skills.
  • Strong problem-solving, organizational, and analytical abilities.
  • Collaborative mindset and experience working with cross-functional teams.
  • Proficiency in Microsoft Office, PowerPoint, and project management tools.
  • Ability to manage deadlines effectively.
  • A proactive, adaptable professional with a positive attitude and dedication to high-quality work.

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