Our client is seeking a meticulous and results-oriented Quality Assurance (QA) Specialist to join their Contact Center team supporting the German and Austrian Sales Department. This key role focuses on ensuring exceptional customer interactions, enhancing team performance, and upholding company quality standards. Collaborating with supervisors and the Learning and Development Specialist, the QA Specialist will identify learning gaps and implement strategies for continuous improvement in service delivery.
**Key Responsibilities**:
- Conduct quality monitoring to improve the efficiency of the German and Austrian sales team through detailed evaluations and constructive feedback.
- Review call recordings and customer interactions to ensure compliance with quality standards.
- Design and manage evaluation forms and criteria aligned with company goals.
- Provide supervisors with actionable insights into individual and team performance.
- Analyze quality data to uncover tren...