Quality Analyst German Speaker

2 weeks ago

Makati City, National Capital Region, Philippines Swift-up Full time ₱300,000 - ₱450,000 per year

We are seeking a detail-oriented and analytical German-speaking Quality Analyst to join our BPO quality team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions handled by agents to ensure adherence to process standards, compliance requirements, and customer satisfaction. This role requires strong language proficiency in German and English, a deep understanding of call center metrics, and a passion for continuous improvement.


Key Responsibilities:

  • Monitor and Evaluate:

  • Listen to recorded/live calls, review chat and email interactions handled in German and English.

  • Assess agent performance based on quality parameters such as communication skills, process adherence, accuracy, empathy, and compliance.

  • Quality Audits:

  • Conduct regular audits of transactions and provide detailed feedback to improve agent performance.

  • Maintain accuracy and consistency in quality evaluations across the team.

  • Reporting & Analysis:

  • Generate and present weekly/monthly quality reports highlighting trends, root causes, and actionable insights.

  • Track performance metrics and recommend process improvements.

  • Coaching & Feedback:

  • Partner with team leaders and trainers to design quality improvement plans and conduct calibration sessions.

  • Provide constructive feedback and coaching to agents to enhance service delivery.

  • Compliance & Standards:

  • Ensure all interactions comply with company policies, data protection, and client-specific requirements.

  • Support process documentation and continuous improvement initiatives.

Key Skills & Competencies:
  • Language Proficiency: Native or near-native fluency in German (C1/C2) and good command of English.
  • Analytical Skills: Strong attention to detail with the ability to identify patterns and suggest improvements.
  • Communication Skills: Excellent written and verbal communication; able to deliver feedback effectively.
  • Quality Tools Knowledge: Familiarity with QA frameworks, call monitoring systems, and quality metrics (CSAT, FCR, AHT, QA Scores).
  • Process Orientation: Understanding of BPO processes (voice, chat, email) and quality management systems.
  • Technical Skills: Proficiency with MS Office, QA tools, CRM systems, and ticketing platforms.

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