**Responsibilities**:
- Monitor and evaluate the quality of customer interactions to improve the efficiency of the German and Austrian sales team through structured assessments and constructive feedback.
- Review call recordings and customer interactions to ensure compliance with company quality standards.
- Develop and maintain evaluation forms and criteria to align with business objectives and quality benchmarks.
- Provide supervisors with actionable insights into individual and team performance to drive improvements.
- Analyze quality data to identify trends, areas for enhancement, and opportunities for training.
- Prepare and present comprehensive QA reports with recommendations for optimizing service delivery.
- Collaborate with the Learning & Development team to address skill gaps and implement training initiatives.
- Suggest and drive process improvements to enhance customer experience and streamline operational workflows.
- Stay up to date with indust...