International Account Quality Specialist - German Speaker - VOIS

Job description / Role

Role Purpose:

Act as interface between Quality team and operations to drive process hygiene and facilitate continuous improvement.

Key Accountabilities and Decision Ownership:
- To audit & evaluate the transaction quality for voice/chat/Mails process and ensure process hygiene.
- To perform data analysis and suggest actions on improvement areas to the operations team.
- To Coach Advisors.

Be a subject matter expert:
- Team Performance, Auditing & Coaching, Process correction and close looping from audited data. Publish dashboards, identify & analyses process hygiene indicators.
- High impact on business due to compliance and quality delivery.
- Interacts and Shares updates with advisors, sends reports, SOPs, manuals to all relevant stakeholders, participates in calls.
- No interface with suppliers and third parties. No direct dealing with end customers.
- Ensuring that works as a backup for team members.
- Reports and works as alarm system for failures, facilitates ideation and business improvement ideas.

Core Competencies, Knowledge and Experience:
- Auditing, Coaching, Reporting, MS-Office, Excellent Communication skills
- Analysis, Lateral Thinking, Presentation Skills, Eye to detail

Must Have Technical / Professional Qualifications:
- German Language Level of C2
- Min of 1-year VOIS Care/DE Account experience
- Excellent Communication skills
- Flexible to work in different shifts.
- Good Analytical thinking
- Quality orientation
- International Background
- Good MS-Office skills
- Knowledge of Quality tools
- Participated in projects.
- Experience in Quality Auditing
- Visual Basics Working knowledge.

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.