German Speaking Quality Calibrator at Webhelp SA

Job description

We are seeking to employ a German Speaking Quality Calibrator to measure and improve evaluator alignment to our quality standard to ensure they are correctly evaluating interactions to the current quality standard.

ACCOUNTABILTIES & DELIVERABLES

• Calibrate evaluations, produce alignment measure and insight.
• Provide direct feedback to evaluators to support improvement in alignment, agree SMART Action plans, understand progress to plan and measure improvements.
• Drive local quality calibration plan
• Conduct site calibration to ensure consistency across the business
• Support Calibration Accreditation initiative
• Support Academy Accreditation
• Complete complaint investigation and transcript requests
• Capture continuous improvement opportunities and close loop.

PERSON SPECIFICIATION

• Minimum of 12 - 24 months experience in a Coaching or Calibrator role
• Minimum of 12 months contact centre experience
• Experience working in a fast paced Business Process Outsourcing Industry (Highly Advatageous)
• Self-motivated and able to work independently
• To be able to deliver feedback at Team Manager level
• Maintain a high level of attention to detail when calibrating evaluations
• Produce actionable insight and recommendations
• Successfully influence key stakeholders (Team Manager, Trainer, Operations Managers)
• Strong facilitation and coaching skills