German-speaking Quality Coach
Hybrid · Budapest, Budapest, Hungary
Job Summary
German-speaking Quality Coach responsible for monitoring IT Service Desk interactions, coaching agents to improve performance, and driving continuous improvement. Responsibilities include onboarding support, documenting service requests, contributing to Knowledge Article updates, preparing quality indicators and reports (WBR/MBR), conducting calibration sessions, collaborating with Knowledge/Training/Quality/Operations to drive results, handling escalations, and participating in quality initiatives. Requires German language proficiency, 2+ years of IT Service Desk L1 experience, familiarity with ServiceNow, Genesys, Power BI, MIS reporting, analytics, and quality assurance with AI; strong English and German communication skills; Bachelor’s degree preferred. Hybrid working model available in Budapest, Hungary.
Required Qualifications
- Languages: German (mandatory)
- Minimum 2+ years of IT Service Desk Level 1 experience
- Bachelor’s degree preferred
- Technical Skills: ServiceNow, Genesys, Power BI
- MIS reporting, trend analysis, and analytics
- Experience with sentiment analysis, speech/text analytics, and quality assurance with AI
- Able to create and update reports, interpret data, and identify trends
- Core Competencies: English and German language proficiency; coaching/mentoring abilities; strong communication; proactive ownership
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