Where

German speaking QA

Jai Search Consultancy
Cape Town Full-day Full-time

Description:

Position:

  • Customer Experience Analyst/Quality Assurance - German speaking

Department:

  • Customer Experience

Functional Responsibilities:

  • Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
  • Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
  • Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
  • Maintains the files updated for accurate analysis and process improvement / innovation.
  • Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
  • Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
  • Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
  • Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.

Required skills + qualities (technical):

  • Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

Required skills + qualities (non-technical):

  • 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
  • Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.

Location:

  • Woodstock, Cape Town

Salary:

  • Market related

Requirements:

Position:

  • Customer Experience Analyst/Quality Assurance - German speaking

Department:

  • Customer Experience

Functional Responsibilities:

  • Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
  • Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
  • Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
  • Maintains the files updated for accurate analysis and process improvement / innovation.
  • Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
  • Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
  • Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
  • Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.

Required skills + qualities (technical):

  • Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

Required skills + qualities (non-technical):

  • 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
  • Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.

Location:

  • Woodstock, Cape Town

Salary:

  • Market related
  • Customer Experience Analyst/Quality Assurance - German speaking
  • Customer Experience
  • Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
  • Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
  • Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
  • Maintains the files updated for accurate analysis and process improvement / innovation.
  • Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
  • Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
  • Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
  • Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
  • Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
  • 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
  • Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.
  • Woodstock, Cape Town
  • Market related
31 Mar 2025;   from: careers24.com

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