International Account Quality Specialist-German Speaker - VOIS Vodafone

We are seeking an experienced quality professional to drive transaction quality excellence across voice, non-voice, and back-office channels for a German international account. This role focuses on auditing, data-driven insights, coaching, and stakeholder collaboration to ensure service delivery aligns with global quality frameworks, local market guidelines, and client expectations. The individual will act as a subject matter expert, supporting continuous improvement and consistent customer experience outcomes.

What you will do

• Conduct comprehensive quality audits across voice, non-voice, and back-office interactions, ensuring adherence to internal standards and process hygiene.
• Analyse transactional and performance data to identify trends, risks, and improvement opportunities, translating insights into actionable recommendations.
• Coach and mentor advisors and support team managers with effective coaching methodologies to enhance performance and quality outcomes.
• Act as a subject matter expert in auditing, performance management, and quality frameworks, driving consistency across operations.
• Develop, publish, and monitor performance dashboards, tracking KPIs, process hygiene indicators, and SLA commitments.
• Proactively identify operational risks and failures, acting as an early warning system and supporting business improvement initiatives.
• Participate in client-facing meetings, audits, and calibration sessions to align quality measurement and expectations.
• Build strong relationships with internal and external stakeholders, ensuring clear communication of insights, risks, and recommendations.
• Ensure full compliance with GDPR and data privacy standards in all quality and reporting activities.