About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Role Description:

We're looking for a passionate and experienced Quality Analyst (German Speaking) to join our vibrant team! As the Quality Analyst, you will be responsible for monitoring, evaluating, and improving the quality of services delivered across customer support and service desk operations, ensuring compliance with defined standards and enhancing overall customer experience.

Responsibilities:

• 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.

Experience & Qualification:

• Bachelors degree in Business Administration, Languages, Information Technology, or a related field (preferred).
• Minimum 24 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.