QA Specialist - Customer Support (German Speaking)

We are seeking a Quality Assurance Specialist to ensure the highest standards of quality in our Customer Service (CS) team. The primary focus of this role is to conduct quality checks on customer service interactions, ensuring that all communication and resolutions meet company standards and deliver an exceptional customer experience.

Key Responsibilities:

• Quality Assurance: Conduct regular quality checks on customer service interactions to ensure all communications and resolutions adhere to company standards and contribute to a positive customer experience.
• Training & Onboarding: Lead the onboarding process for new Customer Support team members, ensuring they are fully equipped with the necessary knowledge and tools. Deliver ongoing training and refresher sessions to ensure that all team members are continuously improving and meeting performance standards.
• Training Materials & Knowledge Base: Maintain and update all training material, procedures, and the Customer Support knowledge base to keep them current, accurate, and aligned with company standards.
• Customer Satisfaction & Reporting: Analyze CSAT scores, categorize feedback, and generate reports to track performance trends and identify opportunities for improvement. Review key OKRs to assess team performance, and customer satisfaction, and provide insights to team leaders for continuous development.
• Collaboration with Team Leaders: Work closely with team leaders to review performance reports, discuss KPIs, and provide feedback that will help enhance team performance and achieve service excellence.
  

Requirements:

• Proven experience in a customer service quality assurance role, ideally within a contact center or similar environment.
• Strong analytical skills, with the ability to assess data and derive actionable insights to improve performance.
• Excellent communication skills, with the ability to provide clear constructive feedback.
• Work collaboratively and effectively with team members and leaders.
• Ability to deliver impactful training sessions and maintain up-to-date training material.
• Proficiency in PowerPoint for creating and delivering presentations related to training, performance reviews, and reporting.
• High attention to detail, with the ability to identify and address process gaps and recommend improvements.
• Strong organizational skills and the ability to manage multiple projects and priorities in a fast-paced environment.
• Fluency in German and English is a must (Spanish considered a Plus).

What we offer:

• Health Insurance
• Attractive remuneration package
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Exciting Company Events
• Beer Fridays
• Refer a friend bonus
• Relocation package (if required)

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We are looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money"; this is a marathon, not a sprint.
• You do not embody our core values.