Position: Quality Assurance Manager Customer Service
Company: SKY MARKETING LTD
Category: Support
Experience required: 1y
English level: upper

**Job Summary:**

The Quality Assurance Manager will oversee and evaluate the performance of the customer support team against company standards, requirements, and KPIs to ensure that our service meets or exceeds customer expectations and make changes to continuously improve our customer service.
If you want to become a part of our fast-growing team, 

**the requirements are:**
- High level spoken and written German & English
- Computer literacy
- Excellent organizational skills and attention to detail
- Strong analytical and problem-solving skills
- Ability to analyze data and create and review processes
- Eye for details
- Experience in a related field is a plus

**What will be your responsibilities?**
- Prepare quality assurance protocols & manuals
- Implement quality assurance standards and procedures
- Constantly update team about current performance and changes to be made
- Help the team to achieve our team's key goals (related to KPIs)
- Monitor customer support agents' calls, emails, and chat for compliance with our standards
- Document internal audits and other quality assurance activities
- Investigate customer complaints and non-conformance issues & work towards eliminating them
- Analyze data to identify areas for improvement in the quality system
- Develop, recommend and monitor corrective and preventive actions
- Prepare reports to communicate outcomes of quality activities
- Identify training needs and organize training interventions with each team member or with the whole team to meet quality standards

**Role details:**
- Full-time occupation (8 working hours, 1-hour lunch break, and two 15 minutes breaks)
- Working hours: from 10 am to 7 pm Monday — Friday 
- 22 days of paid vacation per year
- Paid sick leave
- We work on a German calendar (so German bank holidays - our holidays)