Bilingual Quality Specialist (German/English)

Taskrabbit

Polska

Hybrid

PLN 70,000 - 100,000

Full time

39 hours ago

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Benefits offered by this job

Employer-paid health insurance

401k match

Flexible time off with 2 company-wide闭

IKEA discounts

Job summary

Taskrabbit is seeking a Quality Specialist to help ensure exceptional customer service by monitoring and improving the quality of interactions between our CS teams and end-users. You will analyze conversations, provide actionable feedback, and implement quality assurance measures to raise overall satisfaction.

You will work with the Training & Development team to ensure successful onboarding and share insights with leadership for continuous improvement.

Qualifications

Experience in Customer Support or Quality & Training.
Analytical & problem solving skills.
Good communication & interpersonal skills.
Detail-oriented with a focus on improvement.
Fluent in German and English.

Responsibilities

Monitor and evaluate interactions (phone, email, chat, tickets) for quality.
Conduct regular evaluations of agents using the quality rubric and provide coaching.
Analyze CS metrics to identify trends and improvement areas and report to supervisors.
Identify process improvements to enhance efficiency and customer satisfaction.
Provide feedback to Customer Support representatives for improvement areas.
Share feedback with Training & Development to support onboarding success.
Incorporate user feedback for leadership to integrate into quality assessment.
Collaborate with Customer Support to address recurring issues and improve service delivery.