Job Description

Affinity health vacancies – German speaking QA

German Speaking QA

Employer: Affinity Health Vacancies

Affinity Health is seeking a detail-oriented German Speaking QA to join our Customer Experience team. This role focuses on monitoring and auditing customer service transactions, analyzing data, and ensuring high-quality service delivery while providing actionable insights for process improvement.

Key Responsibilities:

• Monitor and audit transactions performed by Customer Service Representatives (CSRs) against internal and external quality standards to ensure excellent customer experience.
• Create, update, and maintain Customer Experience reports, including Daily Internal Errors, Scorecard Uploads, MIS, and Verint 11.
• Analyze and interpret data affecting customer experience metrics to highlight strengths and areas for improvement.
• Provide actionable recommendations to enhance account performance and overall service quality.
• Investigate customer complaints and non-compliance with Customer Experience standards, recommending corrective actions according to company policies.
• Report red-flag CSR behaviors and compliance issues to Team Leaders and perform deeper analysis when required.

Technical Skills:

• Proficient in MS Office applications: Excel, Word, PowerPoint, and Outlook.

Non-Technical Skills and Experience:

• Minimum 3 years’ experience in a call centre, with at least 2 years in a Quality Assurance role with consistent high performance.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent oral and written communication skills.
• Adaptive to changing work schedules and able to operate with minimal supervision.
• Active listening skills and ability to work effectively in a team environment.

Benefits:

• Competitive salary based on experience.
• Opportunity to work in a dynamic customer experience and quality-focused environment.

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