International Account Quality Specialist Vodafone

About this Role

We are seeking a detail-oriented and analytical individual to join our team as an International Account Quality Specialist. This role is pivotal in ensuring service excellence across voice, chat, and back-office channels by conducting audits, analysing data, and driving continuous improvement. The successful candidate will act as a subject matter expert in quality assurance, collaborating with internal stakeholders and supporting team development through coaching and performance insights.

What you will do

• Conduct thorough audits of transactions across all channels to ensure compliance with internal standards and hygiene.
• Analyse transactional data to identify trends and improvement opportunities, providing actionable insights to operations teams.
• Coach and mentor advisors and team managers, promoting best practices and continuous performance enhancement.
• Serve as a subject matter expert in quality assurance, auditing, and coaching, while developing and monitoring performance dashboards.
• Participate in client-facing meetings and calibration forums to align on service performance and evaluation standards.
• Collaborate with internal teams to ensure alignment with client expectations and service delivery benchmarks.
• Proactively identify operational risks and facilitate business improvement initiatives.
• Ensure GDPR compliance and uphold data protection standards in all quality-related activities.

What s in it for you

• Opportunity to work in a dynamic, international environment.
• Exposure to client-facing responsibilities and cross-functional collaboration.
• Involvement in continuous improvement initiatives and business transformation.
• A culture that values innovation, learning, and development.
• Flexibility in work shifts and a supportive team environment.

What skills you will learn

• Advanced quality auditing and data analysis techniques.
• Effective coaching and mentoring strategies.
• Stakeholder management and client communication.
• Performance dashboard development and KPI tracking.
• GDPR compliance and privacy best practices.