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We are seeking an experienced quality professional to drive transaction quality excellence across voice, non-voice, and back-office channels for a German international account. This role focuses on auditing, data-driven insights, coaching, and stakeholder collaboration to ensure service delivery aligns with global quality frameworks, local market guidelines, and client expectations. The individual will act as a subject matter expert, supporting continuous improvement and consistent customer experience outcomes.
Job Responsibility
Conduct comprehensive quality audits across voice, non-voice, and back-office interactions, ensuring adherence to internal standards and process hygiene
Analyse transactional and performance data to identify trends, risks, and improvement opportunities, translating insights into actionable recommendations
Coach and mentor advisors and support team managers with effective coaching methodologies to enhance performance and quality outcomes
Act as a subject matter expert in auditing, performance management, and quality frameworks, driving consistency across operations
Develop, publish, and monitor performance dashboards, tracking KPIs, process hygiene indicators, and SLA commitments
Proactively identify operational risks and failures, acting as an early warning system and supporting business improvement initiatives
Participate in client-facing meetings, audits, and calibration sessions to align quality measurement and expectations
Build strong relationships with internal and external stakeholders, ensuring clear communication of insights, risks, and recommendations
Ensure full compliance with GDPR and data privacy standards in all quality and reporting activities
Requirements
Fluent in German at C2 level, with confident written and verbal communication skills in a client-facing context
Experienced in the WoWi account or similar regulated service environments
Highly analytical, with the ability to interpret data, identify patterns, and influence improvement actions
Detail-oriented, organised, and proactive in identifying risks and opportunities
Comfortable working across different shifts and collaborating with multicultural teams
Proficient in Microsoft Office tools, with working knowledge of Visual Basic and dashboarding concepts
Experienced in participating in cross-functional or improvement projects
What we offer
Exposure to international clients and quality frameworks within a global organisation
Opportunities to influence service excellence and customer experience at scale
Collaboration with diverse, multicultural teams across VOIS locations
A role that combines analytical work, coaching, and stakeholder engagement