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 PartnersCoaching Mobile Unit, TV Unit and Backoffice services.Internal and External AuditingProcess Improvement managementTo perform data analysis and suggest actions on improvement areas to the operations team. Calibration of the call/ transactions quality evaluation standards for all needed ChannelsProvides effective Reports & support in areas of Call/ transaction Quality AssessmentsKey performance indicators: Meet GDPR standardsAchieve Quality standards Ensure delivering all Quality Audits meeting agreed TimelinesCore 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 C2Min of 1-year VOIS Care/DE Account experience  Excellent Communication skillsFlexible to work in different shifts/LOBsGood Analytical thinkingQuality orientationInternational BackgroundGood MS-Office skillsKnowledge of Quality toolsParticipated in projectsExperience in Quality AuditingVisual Basics Working knowledge#VOIS #BeUnrivalled #Createthefuture