German Quality Specialist online agency - Remote, Portugal

German Quality Specialist for an online travel agency - Remote, Portugal

Come and work with us. We are looking for a German Quality Specialist to join our team. Primary responsibilities include monitoring CSR's performance daily, providing appropriate feedback on quality of service, acting as a counselor and quality expert, participating in meetings with supervisors and client's POC, reporting script problems or questions, assisting client in monitoring specific programs, communicating with supervisors on program changes, making monthly call monitoring plans, providing relevant information for Monthly Quality Reports, participating in calibrating sessions, monitoring and evaluating AI-driven customer interactions, ensuring compliance with company and client security requirements, and adhering to all organizational policies and procedures.

To succeed in the role, you will need to have German native/C2 level, English fluency, AI knowledge, strong verbal and written communication skills, good organization/time management skills, ability to work with diverse backgrounds, ability to make fair and consistent judgments and decisions, problem-solving skills, ability to create constructive feedback, quality assurance skills, excellent customer service skills, ability to organize, prioritize, and multi-task, good soft skills, experience with relevant training and coaching techniques, ability to provide feedback in a positive and supportive manner, ability to effectively use Microsoft applications, and EU citizenship or valid work permit for Portugal.

Availability to work from home, expected schedules Monday to Friday between 8h to 17h, and experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant are desirable.

Benefits include competitive wages, paid professional training, employee discounts, private healthcare & dental insurance (after six months of employment), growth opportunities through various development programs, fun and engaging company-wide initiatives, job stability, life-long skills and experience, and excellent work culture.