Role purpose:
Internal and external Auditing & Process Improvement Management
Key accountabilities and decision ownership:
- Dotted directly to DE LM as an extended arm to perform internal and external audits, calibrations, processes insights as well as process optimization source across all partners.
- Defined as external Project assigned directly from the Client in order to conduct in general the quality review of Low Performing agents over all service lines (Voice + Non-voice Queues).
- Performing silent Monitoring and delivering constructive feedback not only across VOIS but also to external Partners over different sites.
- Providing internal & external BackOffice Checks and doing regular Calibrations with DE Partners
- Coaching Mobile Unit, TV Unit and Backoffice services.
- Internal and External Auditing
- Process Improvement management
- To perform data analysis and suggest actions on improvement areas to the operations team.
- Calibration of the call/ transactions quality evaluation standards for all needed Channels
- Provides effective Reports & support in areas of Call/ transaction Quality Assessments
Key performance indicators:
- Meet GDPR standards
- Achieve Quality standards
- Ensure delivering all Quality Audits meeting agreed Timelines
Core competencies, knowledge and experience:
- Accuracy, analytical approach, and problem-solving skills
- Customer Orientation
- Ability to manage activities with reactivity and flexibility
- Proactive, positive, and passionate attitude
- Excellent teamworking skills
Awareness and aptitude for carrying out activities that deal with
sensitive data
- Extreme confidentiality required in the management of the activity
Must have technical / professional qualifications:
- German Language Level of C2
- Min of 1-year VOIS Care/DE Account experience
- Excellent Communication skills
- Flexible to work in different shifts/LOBs
- Good Analytical thinking
- Quality orientation
- International Background
- Good MS-Office skills
- Knowledge of Quality tools
- Participated in projects
- Experience in Quality Auditing
- Visual Basics Working knowledge