Quality Assurance Agent - German

Overview:
Our client, a prominent BPO based at Airport Industria, Cape Town is recruiting for a skilled Quality Assurance Agent (German Speaking) to join their team.
The Quality Assurance Agent - German role is responsible for monitoring and evaluating the quality of customer service interactions to ensure adherence to company standards and regulatory requirements. This position involves reviewing customer interactions, providing feedback to CSRs, and identifying areas for improvement. The QA specialist plays a critical role in maintaining high service quality and customer satisfaction.
Key Responsibilities:

Monitor and evaluate customer service interactions to ensure quality standards are met.
Provide detailed feedback to CSRs on their performance.
Identify areas for improvement and recommend training or process adjustments.
Collaborate with the training team to develop quality improvement initiatives.
Ensure compliance with regulatory requirements and company policies.

Requirements:

Fluent in German and English.
Experience in quality assurance or a similar role in a customer service environment.
Strong analytical and communication skills.
Attention to detail and ability to provide constructive feedback.

Salary:

Basic + Commission based on KPIs achieved
Including: Medical Insurance + Home and Trauma Assist
This is not a medical aid

Working Hours:
Monday to Friday: 08h00 - 19h00
Saturday: 10h00 - 14h00
Equal Opportunity Statement:
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply.
Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.
Please note that as a registered member of APSO, Surgo (Pty) Ltd. does not hold applicants accountable for any application fee.
Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email ******.
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