Quality Analyst

Overview

Quality Analyst - German

Location: on-site in Dublin

Contract: full-time & permanent

Salary: €44,351

Great benefits including internal career progression opportunities

As a Quality Analyst, you will act as the dedicated quality point of contact for an operational team, ensuring the highest standards of customer interactions across calls, emails, chats, and other support channels.

You will be responsible for auditing agent performance, delivering insightful feedback, identifying trends, and partnering with Team Leaders to drive continuous improvement. This role plays a key part in maintaining service excellence, improving customer experience, and ensuring compliance with client quality standards.

Working closely with Operations, Training, and the Client, you will also support process improvements, refresher training, and quality reporting while helping teams consistently achieve performance and SLA targets.

Key Responsibilities

· Conduct regular quality evaluations across calls, emails, chats, and other customer interactions.

· Audit agent performance on a weekly basis, identifying individual and team trends.

· Deliver clear, actionable feedback and coaching recommendations to Team Leaders and agents.

· Partner with Team Leaders to improve performance and achieve quality and service level targets.

· Produce accurate quality reports, dashboards, and trend analysis.

· Identify opportunities for refresher training and support the development of training content.

· Work closely with the Client to implement quality framework updates, process improvements, and policy changes.

· Ensure quality standards remain aligned with business objectives and customer expectations.

· Monitor adherence to departmental policies, procedures, and compliance requirements.

· Support continuous improvement initiatives and business process enhancements.

· Maintain flexibility to support changing business demands and operational priorities.

Skills & Experience

· Fluent English & German (written and spoken).

· Experience within a customer service or technical support contact centre environment.

· Excellent written and verbal communication skills.

· Strong analytical and problem-solving abilities.

· Excellent organisational and time management skills.

· Ability to prioritise multiple tasks in a fast-paced environment.

· Comfortable communicating and influencing stakeholders at all levels.

· Strong attention to detail and commitment to quality.

· Proficient in Microsoft Office, particularly Excel.

Preferred

· 3+ years' experience in a Quality Assurance or Quality Analyst role.

· Experience auditing multiple customer support channels (voice, email, chat).

· Experience coaching advisors through Team Leaders.

· Knowledge of quality frameworks, reporting, and root cause analysis.

· Project management or continuous improvement experience.

· Understanding of business process improvement methodologies.

· Experience working with SLAs, KPIs, quality scorecards, and performance metrics.

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