Quality Evaluator with German

Core Responsibilities

• Monitor, evaluate and / or audit a sampling of phone calls and other contact methods including chat and email.

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders.

• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.

• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.

• Participate in quality task forces with Business stakeholders.

• Complete phone time to keep current on programs (if applicable).

• Contribute to maintaining forms and legends documents.

• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

  
  

Candidate Profile

• + 1 year of experience in a similar position preferably in call center or sales industry.

• Fluent in German (C1) and English (B2) - both verbal and written.

• Detail-oriented.

• Ability to multi-task and meet timelines on deliverables.

• Proficient in Microsoft Office.

• Effective communication skills, both written and verbal.

• Ability to work from our office in Katowice.

  
  

What We Offer

• Comprehensive benefits package, including access to MyBenefit system, private healthcare (Luxmed), and life insurance.

• Access to e-learning platforms.

• Employee Assistance Program (psychological, managerial, legal, and financial counselling).

• Free language classes.

• Interesting events, contests, lotteries, and much more.

• Stable full-time employment based on an employment contract.