Responsibilities:

• Analyzing trends & report Quality performance and undertake or recommend corrective actions
• Establish procedures for handling data and performance reporting & continuously improve them
• Report team performance to internal and external stakeholders
• Act as a contact point for the managers (both internal and external for all the Quality-related queries
• Pick up process gaps & collaborate with managers to formulate solutions
• Work closely with the teams to achieve quantitative & qualitative goals as the SLA
• Drive efficiencies to reduce costs, improving productivity and improving teams performance
• Ensure regular meetings with QA Team & TLs to keep them informed of any updates received

Candidate’s profile:

• Proven experience in providing Quality Assurance/Training support in BPO environment,
• Very good command of German language and English language (at least C1),
• Analytically minded, logical thinker with strong problem-solving skills and ability to identify process gaps and areas for improvement,
• Very good communication skills – ability to build effective relationships at all levels.