Workster has partnered with a renowned tech BPO company to find a Quality Analyst for their contact centre teams. The main goal of the Quality Assurance Analyst is to serve as an expert in quality standards. This involves assessing various content types such as audio, video, text, and photos, assigning ratings based on predetermined options, and justifying these ratings in writing. The aim is to refine the quality of assessments over time.

Your Role

  • Act as the go-to person for quality guidelines, ensuring adherence and consistency across all tasks
  • Review and rate diverse content types, including audio, video, text, and photos, in line with task guidelines
  • Provide thorough, written explanations to support your ratings and enhance overall rater quality
  • Participate in calibration sessions with the team and stakeholders, following the direction of the team lead
  • Conduct peer audits as part of the quality process and assist in training initiatives when needed
  • Collaborate with team members to share insights and best practices, driving continuous improvement
  • Manage multiple assignments independently, balancing various tasks with minimal guidance
  • Assist the team lead or manager during the interview process for future hires
  • Ensure all tasks meet key performance indicators (KPIs) to prevent any business impact
  • Work concurrently on multiple customer projects, consistently meeting or exceeding client expectations.

Your Qualifications

  • Native / fluent in German both verbal and written. Fluent in English (minimum B2 level)
  • University degree would be an advantage but is not required
  • Computer literate & being comfortable using G Suite, particularly Google Sheets
  • Highly detail-oriented with a rigorous and analytical approach
  • Excellent verbal and written communication skills, with the ability to present reasoning in a clear, concise, and logical manner
  • Willingness / ability to work flexible shifts. Strong sense of logic and sound decision-making abilities. Work schedule: shift rotation, Monday to Friday, 08:00 AM to 8:00 PM. 40 hours of work per week (2 days off).

The Offer

  • Above-average base salary (x 14 months)
  • Lunch vouchers 7,63 EUR per day
  • 100 EUR transportation allowance or company shuttle
  • Health and dental insurance
  • Dynamic and creative team with a positive and friendly atmosphere
  • Guidance and tools to reach your full potential.