Quality Management Analyst (German Speaker)

A Quality Management Analyst at Viva.com focuses on enhancing customer satisfaction by testing and refining the performance of our AI bots. This involves analyzing customer feedback, collaborating with support teams for content improvements, and monitoring service interactions to ensure a high quality of customer service.

To apply for the Quality Management Analyst role at Viva.com, candidates should have a minimum of 2 years of experience in quality assurance within a contact center environment. Excellent communication skills in both German and English are essential, and familiarity with the payments sector is highly regarded.

At Viva.com, Quality Management Analysts work in a collaborative and innovative environment. You’ll be part of a team that thrives on continuous learning and improvement, supporting each other to enhance customer experiences through effective communications and data-driven strategies.

Quality Management Analysts at Viva.com utilize a variety of tools, including Excel, PowerPoint, and proprietary systems for tracking customer interactions and analyzing feedback. The position leverages technology to detect gaps and monitor bot performance effectively.

Viva.com is committed to the professional growth of its employees. As a Quality Management Analyst, you will have access to regular feedback sessions, coaching opportunities, and resources for skill development, ensuring you continuously enhance your competencies.

Key responsibilities include testing AI bot effectiveness, conducting daily root cause analyses on customer surveys, evaluating customer service interactions, and providing coaching to agents. This role is crucial for ensuring high-quality customer service standards at Viva.com.

Viva.com offers a competitive compensation package, including an annual bonus based on performance and achievement of targets, private health insurance for you and your family, as well as additional benefits like employee wellness programs and top-notch tools for your work.

To assess an AI Bot's performance, I would analyze various customer interaction metrics such as resolution rates, customer satisfaction scores, and the volume of complaints associated with bot interactions. I'd focus on collecting qualitative feedback from customer surveys and perform root cause analysis on any negative feedback to pinpoint areas for improvement.

In my previous role, I was responsible for monitoring and evaluating customer interactions. I developed quality standards and monitored adherence to these standards, providing agents with actionable feedback to improve their performance. Implementing a structured quality assurance program allowed my team to enhance service consistency and customer satisfaction.

I would begin by conducting a thorough analysis of the feedback to identify common themes or recurrent issues. Following this, I would collaborate with relevant teams to implement targeted improvements, whether by refining AI Bot responses or enhancing training programs for agents based on the insights gathered.

Prioritization begins with understanding deadlines and the impact of each project on customer satisfaction. I assess the urgency and importance of tasks, utilizing tools like project management software. Regular check-ins with team members also help keep projects on track and allow for adjustments as needed.

I often use the '5 Whys' technique to drill down into the root causes of customer complaints. Additionally, I analyze data for patterns and trends, ensuring that I grasp both the quantitative and qualitative aspects of the issue at hand to make informed decisions about potential solutions.

Ensuring consistent quality involves establishing clear service standards and regular monitoring through scorecards. I provide ongoing feedback and training to agents, fostering a culture of open communication and continuous improvement, where suggestions for enhancing customer interactions are welcomed.

At my last company, I noticed that our customer response times were lagging. I proposed a coaching program for agents to enhance their efficiency and product knowledge. After implementation, we saw a significant drop in response times and an increase in customer satisfaction ratings.

Teamwork is crucial in quality management. I collaborate closely with support teams, sharing insights from customer feedback to drive improvements across departments. By working together, we can ensure that all aspects of customer service align with the company’s quality standards.

I stay informed by participating in forums and networking with other professionals in the quality assurance field. I also follow relevant industry publications and consider attending webinars and conferences to continuously enhance my understanding of emerging trends and best practices.

I focus on role-playing scenarios that mimic real customer interactions to help agents practice their soft skills. Providing constructive feedback and recognizing their strengths builds their confidence and enhances their ability to communicate effectively with customers.