[Hiring] German Quality Specialist @Foundever®

Role Description

We are looking for a German Quality Specialist to join our team.

• Monitors CSR’s performance daily, by taping, listening to, reviewing, and evaluating calls.
• Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
• Acts as a counsellor – quality expert – quality assurance reference.
• Attends and participates in meetings with supervisors, Project Leaders, and client’s POC to discuss guidelines and procedures.
• Reports script problems or questions to appropriate areas.
• Assists client in monitoring specific programs as needed.
• Communicates with supervisors on program changes, new guidelines, new calibration approach.
• Makes monthly call monitoring plan and executes this plan.
• Provides relevant information for Monthly Quality Reports.
• Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as expected by the client.
• Monitors and evaluates AI-driven customer interactions, including IVR and automated flows.
• Identifies gaps, trends, and improvement opportunities in AI performance and customer experience.
• Ensures AI interactions meet defined quality standards and guidelines.

Qualifications

• German native/C2 level - mandatory
• English fluent level
• AI knowledge
• Minimum 6 months' experience in Quality Assurance - mandatory
• Excellent Customer Service skills
• Good organization/time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to adhere to all organizational policies and procedures
• Ability to create constructive feedback which leads to performance improvement

Requirements

• Ability to organize, prioritize, and multi-task.
• Good soft skills
• Experience of relevant training and coaching techniques is desirable
• Ability to provide feedback in a positive and supportive manner even if not direct with CSRs
• Able to effectively use Microsoft applications
• Must hold EU citizenship or valid work permit for Portugal
• Availability to work from home
• Expected Schedules: Monday to Friday between 8h to 17h
• Experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant is desirable

Benefits

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture