German-Speaking Quality Assurance Analyst: Elevate Agent Performance

BPO; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

BPO in Cape Town seeks a German-speaking Operations Quality Analyst-Junior to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social media, and provide data-driven insights for improving operational efficiency.

Responsibilities include identifying non-compliance, conducting calibration sessions, and supporting nesting and early agent days.

Qualifications

• German language proficiency required.
• Strong attention to detail and analytical skills.
• Excellent oral and written communication skills.
• Familiar with QA processes and performance monitoring tools.

Responsibilities

• Analyze agent interactions across calls, emails, chats, and social media to assess performance against metrics.
• Identify non-compliance and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address common issues identified during audits.
• Provide QA support during nesting and the first 90 days for new agents.
• Conduct calibration sessions to ensure consistent scoring of agent performance evaluations.
• Support complex customer issues/escalations when required by the account.
• Stay up to date with required account procedures and participate in operations calls.

Skills

German language

Attention to detail

Analytical skills

Communication skills

Quality assurance

Job description

BPO in Cape Town seeks a German-speaking Operations Quality Analyst-Junior to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social media, and provide data-driven insights for improving operational efficiency.

Responsibilities include identifying non-compliance, conducting calibration sessions, and supporting nesting and early agent days.