Call Audit Quality Team Leader (German)

Orange Systems is the IT hub of Orange Moldova. An IT park resident, with over 850 employees, that delivers advanced IT solutions, enhancing a wide range of activities and full cycle development, impacting millions of customers across Europe.
Call Audit Quality Team Leader (German)

Job title description:
The outcome of this job is to co-ordinate, monitor, and motivate the call center quality team in daily activities. Call Audit Quality Team Leader is responsible for assessing recorded calls processed by all customer facing team and for accurately completing comprehensive reporting to determine if quality and process standards are met by customer team.

what you will be doing:

• Monitoring, coaching, supporting and managing call center quality team
• Evaluate team members, conduct periodic training sessions related to the tasks and provide feedback after completing the tasks
• Monthly reports on team activities
• Create daily / weekly / monthly reports related to the results of performed quality checks
• Data extraction, analysis and arranging it in a convenient way so that team can work with it easily
• Helping partners in elaboration of check criteria for every task
• Report editing and layout elaboration
• Close communication with partners
• The check results overview before sending the results to the partners
• Working with feedbacks that might come from partners

Requirements:

• Excellent written, reading, comprehension and verbal, business communication skills in English and Romanian languages
• Excellent written, reading, comprehension and verbal, business communication skills in German
• Good knowledge of MS Excel
• A clear understanding of regulatory requirements with the ability to identify where regulations have not been followed
• Experience in customer facing positions
• Attentive to detail, with both excellent listening and written skills
• Problem solving and root cause identification skills
• Have analytical and synthetic skills
• Have discretion during all assessor and reporting activity
• Accountability for results
• Be highly organized and have the ability to prioritize tasks to meet agreed audit targets
• University Degree

We offer:
what's in it for you:

• international environment and guaranteed life-work balance
• a unique learning experience in our company
• working experience with great potential for growth
• competitive salary
• benefits and compensations that you can discover on https://www.orange.md/ro/cariera/beneficii

We invite you to join Orange for a unique learning and working experience, with great potential for growth in an innovative environment. 
If you share the same views, please send us your CV today. We will be happy to welcome you into a young and dynamic team!
Working for Orange is one of a kind experience. Come check it out!

Orange Systems
https://systems.orange.md/
8, Calea Iesilor street, Chişinău, Moldova