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International Account Quality Specialist-German Speaker (VOIS)

Aggregate function:  Shared Services
Business Area:  CARE _VOIS
Posting Country:  Egypt
Date Posted:  5 Aug 2025
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role purpose:

Internal and external Auditing & Process Improvement Management​

Key accountabilities and decision ownership:

  • Dotted directly to DE LM as an extended arm to perform internal and external audits, calibrations, processes insights as well as process optimization source across all partners.
  • Defined as external Project assigned directly from the Client in order to conduct in general the quality review of Low Performing agents over all service lines (Voice + Non-voice Queues).
  • Performing silent Monitoring and delivering constructive feedback not only across VOIS but also to external Partners over different sites.
  • Providing internal & external BackOffice Checks and doing regular Calibrations with DE Partners
  • Coaching Mobile Unit, TV Unit and Backoffice services.
  • Internal and External Auditing
  • Process Improvement management
  • To perform data analysis and suggest actions on improvement areas to the operations team.
  • Calibration of the call/ transactions quality evaluation standards for all needed Channels
  • Provides effective Reports & support in areas of Call/ transaction Quality Assessments

Key performance indicators:

  • Meet GDPR standards
  • Achieve Quality standards
  • Ensure delivering all Quality Audits meeting agreed Timelines

Core competencies, knowledge and experience:

▪ Accuracy, analytical approach, and problem-solving skills

▪ Customer Orientation

▪ Ability to manage activities with reactivity and flexibility

▪ Proactive, positive, and passionate attitude

▪ Excellent teamworking skills

Awareness and aptitude for carrying out activities that deal with

sensitive data

▪ Extreme confidentiality required in the management of the activity

Must have technical / professional qualifications:

  • German Language Level of C2
  • Min of 1-year VOIS Care/DE Account experience 
  • Excellent Communication skills
  • Flexible to work in different shifts/LOBs
  • Good Analytical thinking
  • Quality orientation
  • International Background
  • Good MS-Office skills
  • Knowledge of Quality tools
  • Participated in projects
  • Experience in Quality Auditing
  • Visual Basics Working knowledge

#VOIS #BeUnrivalled #Createthefuture

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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