QA for call center in German Team

Company Description Bontropdt EU is a multinational technology service provider specializing in digital intelligence operations for global clients. With service centers across Greater China, Europe, the Middle East, the Americas, and Southeast Asia, the company delivers end-to-end technology solutions tailored to regional needs. Its comprehensive service portfolio supports organizations in optimizing digital workflows, enhancing data-driven decision-making, and improving operational efficiency. Applicants joining Bontropdt EU can expect to work in an international environment focused on innovation, collaboration, and continuous improvement. Role Description The QA for call center in German Team is a full-time, role based in Bucharest(full office work), Romania, . The role involves monitoring and evaluating German-language customer interactions, assessing adherence to quality standards, and providing structured feedback to call center agents. The QA professional will review call recordings, document performance trends, and collaborate with team leads to implement corrective actions and continuous improvement initiatives. Day-to-day tasks include preparing quality reports, supporting training efforts with quality insights, and ensuring that customer service processes align with company policies and regulatory requirements. German-Speaking Quality Assurance (QA) Specialist. Key Responsibilities Monitor Interactions: Evaluate recorded or live customer interactions (calls, emails, chats, or tickets) in German and Romanian Score Performance: Use internal quality monitoring forms to score transactions based on compliance, process compliance, and language accuracy. Provide Feedback: Conduct regular feedback and coaching sessions with customer service representatives to improve performance. Identify Gaps: Analyze quality trends to isolate performance gaps, process bottlenecks, or training needs. Calibrate Scores: Participate in regular calibration sessions with Team Leads and clients to align on quality standards. Report Metrics: Prepare and present weekly/monthly quality performance reports to operations management. Drive Improvement: Suggest updates to the knowledge base and process workflows to improve customer satisfaction (CSAT) and resolution rates