Quality Assurance Analyst (German) – On-Site Dublin

Teleperformance; Blanchardstown; On-site; EUR 40,000 - 49,000; Full time

Benefits offered by this job

Career progression opportunities

Job summary

Teleperformance in Dublin is seeking a Quality Analyst - German to ensure high standards of customer interactions across calls, emails, chats, and other channels. This on-site role is full-time and permanent.

You will audit agent performance, provide feedback, partner with Team Leaders to drive improvements, and produce quality reports while helping the client maintain service levels and compliance.

Qualifications

• Fluent English & German (written and spoken).
• Experience within a customer service or technical support contact centre environment.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Strong organisational and time management skills.
• Ability to prioritise multiple tasks in a fast-paced environment.
• Comfortable communicating and influencing stakeholders at all levels.
• Strong attention to detail and commitment to quality.

Responsibilities

• Conduct regular quality evaluations across calls, emails, chats, and other interactions.
• Audit agent performance weekly and identify 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 analyses.
• Identify opportunities for refresher training and support content development.
• 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.

Skills

English & German

Customer service

Communication skills

Analytical thinking

Time management

Stakeholder management

Attention to detail

Excel proficiency

Tools

Excel

Microsoft Office

Job description

Teleperformance in Dublin is seeking a Quality Analyst - German to ensure high standards of customer interactions across calls, emails, chats, and other channels. This on-site role is full-time and permanent.

You will audit agent performance, provide feedback, partner with Team Leaders to drive improvements, and produce quality reports while helping the client maintain service levels and compliance.