The Quality Specialist monitors and evaluates customer service interactions, including AI-driven flows, to ensure adherence to quality standards and procedures. They act as a consultant to provide constructive feedback, participate in calibration sessions, and report on performance trends to improve service delivery.
Come and work with us.
We are looking for a German Quality Specialist to join our team.
Primary Responsibilities:
Monitors CSR’s performance daily, by taping, listening to, reviewing, and evaluating calls.
Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
Act as a counsellor – quality expert – quality assurance reference.
Attends and participates in meetings with supervisors Project Leaders and client´s POC to discuss guidelines and procedures
Reports script problems or questions to appropriate areas
Assists client in monitoring specific programs as needed
Communicates with supervisors on program changes, new guidelines, new calibration approach
Makes monthly call monitoring plan and executes this plan.
Provides relevant information for Monthly Quality Reports.
Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as expected by the client.
Monitor and evaluate AI-driven customer interactions, including IVR and automated flows.
Identify gaps, trends, and improvement opportunities in AI performance and customer experience.
Ensure AI interactions meet defined quality standards and guidelines.
Compliance:
Takes personal responsibility to understand and comply with all company and client security requirements and policies.
Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
To succeed in the role, you will need to have:
German native/C2 level - mandatory
English fluent level
AI knowledge
Strong verbal and written communication skills
Good organization/time management skills
Ability to work with a variety of people from diverse backgrounds
Ability to make fair and consistent judgments and decisions
Ability to solve problems and offer suggestions
Ability to adhere to all organizational policies and procedures
Ability to create constructive feedback which leads to performance improvement.
Quality Assurance skills.
Excellent Customer Service skills
Knowledge/Abilities:
Ability to organize, prioritize, and multi-task.
Good soft skills
Experience of relevant training and coaching techniques is desirable
Ability to provide feedback in a positive and supportive manner even if not direct with CSRs
Able to effectively use Microsoft applications
Must hold EU citizenship or valid work permit for Portugal
Other:
Availability to work from home
Expected Schedules: Monday to Friday between 8h to 17h
Experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant is desirable
Benefits.
Competitive wages
Paid professional training
Employee discounts
Private healthcare & dental insurance (after six months of employment)
Growth opportunities through various development programs
Fun and engaging company-wide initiatives, including our EverBetter wellness program
Job stability
Life-long skills and experience
Excellent work culture
Go further with Foundever®
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