Reference: VAC-17979M
Company: CySEC regulated Forex Company.
Location: Nicosia
Salary: Salary based on skills and experience + medical insurance

Job Detail
Our client in Nicosia, an established CySEC regulated Forex Company is looking for a German speaking Junior Quality Assurance Officer to join its fast-growing team.

Responsibilities:

• Monitors then grades phone-calls and e-mail exchanges to establish if the company’s employees make use of proper techniques in achieving their goals and targets
• Reviews the staff’s work quality by making use of call recording systems and applications
• Provides data to the management team on daily call monitoring
• Works with the team members to ensure either positive or negative feedback on monitored calls and emails
• Identifies opportunities for improvement on performance, procedures and customer experience, based on root cause analysis
• Creates daily reports to outline the number of calls available in all systems and highlights the performance level for each recording that is analysed
• Performs root call analysis on missed quality goals
• Develops and recommends action plans to reduce or eliminate the root cause and improve operational performance
• Reports to the COO and upper management
• Stays current with relevant guidelines, policies and all regulation changes that may occur
• Conducts all assigned job duties in a timely and productive manner
• Provides, upon request, trainings for new Quality Assurance agents
• Ensures compliance with all Company quality procedures and guidelines, including, but not limited to Quality Policy and Code of Business Conduct and Ethics

Requirements:

• University / College Degree in Business or other related field
• (Near) native German speaker and fluency in English
• Excellent presentation and persuasive skills
• Excellent quantitative and analytical skills
• Ability to organize work, set priorities and work effectively in a diverse environment
• Disciplined, self-motivated & reliable; able to stay focused on a task and work independently
• Motivated to perform quality work
• Diligent about arriving to work on time and completing assigned tasks in a timely manner
• Possesses a can-do attitude with excellent interpersonal skills and the ability to interact and build strong working relationships within all levels of the organization
• Ability to work in a team environment and adapt to changing workload and circumstances effectively
• Able to respond to new information quickly
• Proficient in Word, Excel, Power Point, and Outlook required
• Knowledge of relevant regulatory requirements

The working days are from Monday to Friday, 9am – 6pm

To apply for this vacancy please send your CV to admin@smstaffmatters.com  with subject: German speaking Junior Quality Assurance Officer (VAC-17979M).