Job Title:

Quality Evaluator with German

Job Description

The Quality Evaluator will be responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements.

Essential Functions/Core Responsibilities

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 (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practicesMaintain strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners);   Complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate profile

Associate's Degree in related field from a four-year college or university with 1-3 years of experience preferred.Fluency in German + English.Detail-oriented.Ability to multi-task and meet timelines on deliverables.Proficient in Microsoft Office.Effective communication skills, both written and verbal.

Location:

POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13

Language Requirements:

English (Required), German (Required)

Time Type:

Full time

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