German Quality Coach

• Monitor calls/emails and evaluate agents' performance concerning the quality of service offered through all channels

• Compile and track performance at team and individual level

• Prepare and analyze internal and external quality reports for management review

• Hold calibrations and meetings with internal and external teams

• Conduct presentation & business simulation with new hires

• Evaluate and validate customer feedback to identify key behaviors that drive and improve CSAT

• Give recommendations for process improvements based on the customer experience and feedback

• Provide KB and soft skills sessions

• Provide coaching and side-by-side monitoring for outliers

• Map the need for training and onboarding programs Job Requirements:

• Minimum 6 months in Majorel

• C1 German Level

• Very Good English level

• Excellent verbal, written and interpersonal communication skills

• Excellent presentation skills

• Excellent coaching skills

• Excellent analytical skills

• Good knowledge of MS Office

Majorel