About this role
About the Role Capgemini is seeking a passionate and experienced Quality Analyst fluent in German to join our team. The role focuses on monitoring, evaluating, and improving the quality of customer support and service desk operations, ensuring compliance with defined standards and enhancing the overall customer experience. What You'll Do
- Monitor and evaluate service interactions (calls, chats, tickets) to ensure adherence to quality standards and processes.
- Conduct quality audits and provide detailed feedback to improve individual and team performance.
- Develop and maintain quality scorecards, guidelines, and evaluation frameworks.
- Analyze quality trends and identify areas for improvement across service delivery.
- Collaborate with operations, training, and management teams to drive quality improvement initiatives.
- Support coaching sessions and calibration meetings to ensure consistency in quality assessments.
- Prepare regular reports and dashboards on quality performance and KPIs.
- Ensure compliance with client requirements, internal standards, and regulatory guidelines. What We're Looking For
- Bachelor’s degree in Business Administration, Languages, Information Technology, or a related field (preferred).
- Minimum 2–4 years of experience in Quality Assurance, Customer Service, or Service Desk operations.
- Proven experience in quality monitoring and evaluation within a support or service environment.
- In-depth understanding of quality frameworks, customer experience, and service management processes.
- Excellent communication, interpersonal, and problem-solving skills.
- Fluency in written and spoken English and German.
- Strong analytical and reporting skills.
- Proficiency in quality and reporting tools, including Excel, QA platforms, and CRM/ITSM tools.