German Quality Assurance Specialist — Remote

Foundever; Lisboa; Presencial; EUR 20 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive wages

Private healthcare & dental insurance

Growth opportunities

Training and development

Work from home

Resumo da oferta

Foundever in Lisbon seeks a German Quality Specialist to monitor CSR performance and ensure adherence to scripts. You will provide constructive feedback, participate in calibration sessions, and help improve AI-driven customer interactions.

Requirements include native/C2 German, fluent English, AI knowledge, and at least 6 months in Quality Assurance, with strong customer service and organizational skills. Remote work options are available, with a focus on collaboration and continuous

Qualificações

• German native/C2 level mandatory.
• English fluent level required.
• AI knowledge beneficial.
• Minimum 6 months of Quality Assurance experience mandatory.
• Excellent customer-service skills required.
• Good organization and time-management abilities.
• Ability to work with diverse teams.

Responsabilidades

• Monitor CSR performance daily by taping, listening to, reviewing, and evaluating calls.
• Provide feedback on quality of service to ensure adherence to procedures and scripts.
• Act as quality consultant and QA reference for the team.
• Attend meetings with supervisors, project leaders, and client points of contact to discuss guidelines.
• Report script problems or questions to appropriate areas.
• Assist client in monitoring specific programs as needed.
• Communicate changes and new guidelines to the team.
• Create and execute monthly call monitoring plans.
• Provide data for Monthly Quality Reports.
• Participate in calibration sessions to align scoring with client expectations.
• Monitor and evaluate AI-driven customer interactions (IVR and automated flows).
• Identify gaps and opportunities to improve AI performance and CX.

Conhecimentos

German (native/C2)

English fluent

AI knowledge

Customer service skills

Organizational skills

Problem solving

MS Office

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Foundever in Lisbon seeks a German Quality Specialist to monitor CSR performance and ensure adherence to scripts. You will provide constructive feedback, participate in calibration sessions, and help improve AI-driven customer interactions.

Requirements include native/C2 German, fluent English, AI knowledge, and at least 6 months in Quality Assurance, with strong customer service and organizational skills. Remote work options are available, with a focus on collaboration and continuous