Quality Analyst (French Speaker)

Quality Analyst (German OR French Speaker)

Job Title: Quality Analyst

Location: Konecta – Hybrid

Working Hours: Full-time (flexible within campaign operating hours)

Main Purpose of Role

The Quality Analyst ensures that customers receive outstanding service by monitoring agent interactions, identifying improvement opportunities, and supporting performance development. This role guarantees adherence to procedures, accuracy of information shared, and consistency in delivering the customer experience.

Key Responsibilities

• Monitor and evaluate interactions across calls, emails, alerts, and webchat.
• Provide clear, constructive feedback and coaching to agents.
• Identify trends, process gaps, and training needs through QA insights.
• Participate in calibration sessions with the client and internal teams.
• Maintain quality reports and dashboards for performance tracking.
• Support continuous improvement initiatives to enhance customer satisfaction.
• Ensure compliance with all policies, data protection, and brand guidelines.

Skill Requirements

• Strong attention to detail and analytical abilities.
• Excellent written and verbal communication.
• Experience in quality monitoring within customer service preferred.
• Ability to give objective feedback and influence service behaviors.
• Familiar with QA tools and scoring methodologies.