Quality Analyst (German) – Drive Quality & CX Excellence

Teleperformance; Naas; On-site; EUR 38,000 - 51,000; Full time

Benefits offered by this job

Career progression opportunities

Job summary

Teleperformance in Dublin is seeking a German-speaking Quality Analyst to ensure top-tier customer interactions across calls, emails, chats and other channels. You will audit agent performance, provide actionable feedback, and partner with Team Leaders to drive continuous quality improvements and SLA compliance.

The role emphasizes collaboration with Operations, Training and the Client, maintaining quality standards and reporting through dashboards and trend analyses for ongoing performance

Qualifications

• 3+ years' experience in a Quality Assurance or Quality Analyst role.
• Experience auditing multiple customer support channels (voice, email, chat).
• Experience coaching advisors through Team Leaders.
• Knowledge of quality frameworks, reporting, and root cause analysis.

Responsibilities

• Conduct regular quality evaluations across calls, emails, chats, and other customer interactions.
• Audit agent performance on a weekly basis, identifying individual and team trends.
• Deliver clear, actionable feedback and coaching recommendations to Team Leaders and agents.
• Partner with Team Leaders to improve performance and achieve quality and service level targets.
• Produce accurate quality reports, dashboards, and trend analysis.
• Identify opportunities for refresher training and support the development of training content.
• Work closely with the Client to implement quality framework updates, process improvements, and policy changes.
• Ensure quality standards remain aligned with business objectives and customer expectations.
• Monitor adherence to departmental policies, procedures, and compliance requirements.
• Support continuous improvement initiatives and business process enhancements.
• Maintain flexibility to support changing business demands and operational priorities.

Skills

Fluent English

German language

Analytical skills

Communication skills

Time management

Attention to detail

Excel

Tools

Microsoft Office

Job description

Teleperformance in Dublin is seeking a German-speaking Quality Analyst to ensure top-tier customer interactions across calls, emails, chats and other channels. You will audit agent performance, provide actionable feedback, and partner with Team Leaders to drive continuous quality improvements and SLA compliance.

The role emphasizes collaboration with Operations, Training and the Client, maintaining quality standards and reporting through dashboards and trend analyses for ongoing performance