German QA Specialist - Remote, AI & Call Quality

RemoteFetch; Lisboa; Teletrabalho; EUR 28 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive wages

Paid professional training

Employee discounts

Private healthcare & dental insurance

Growth opportunities

Wellness program

Job stability

Life-long skills

Excellent work culture

Resumo da oferta

Foundever is seeking a Quality Assurance Specialist to monitor and improve customer interactions in a remote role based in Portugal. You will evaluate CSR calls daily, provide actionable feedback, and act as a quality expert across scripts and procedures.

The role requires German (native/C2) and English (fluent), AI knowledge, and at least 6 months of QA experience. You will collaborate with supervisors, manage calibration sessions, and support AI-driven processes from home.

Qualificações

• Minimum 6 months' experience in Quality Assurance.
• Ability to create constructive feedback that leads to performance improvement.
• Excellent Customer Service skills.

Responsabilidades

• Monitors CSR's performance daily, by taping, listening to, reviewing, and evaluating calls.
• Provides feedback on quality of service to ensure adherence to procedures and scripts to improve service delivered to the caller.
• 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 scoring consistency with client expectations.
• 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.

Conhecimentos

German (native/C2)

English (fluent)

AI knowledge

Quality Assurance

Customer service

Organizational skills

Multitasking

Microsoft Office

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Foundever is seeking a Quality Assurance Specialist to monitor and improve customer interactions in a remote role based in Portugal. You will evaluate CSR calls daily, provide actionable feedback, and act as a quality expert across scripts and procedures.

The role requires German (native/C2) and English (fluent), AI knowledge, and at least 6 months of QA experience. You will collaborate with supervisors, manage calibration sessions, and support AI-driven processes from home.