International Account Quality Specialist - German Speaker - VOIS
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture
About this Role
We are seeking a highly skilled International Account Quality Specialist to join our VOIS Egypt team supporting the DE Account. This role is pivotal in ensuring service excellence across voice, chat, and back-office channels. The individual will lead quality audits, analyse performance data, and collaborate with internal and external stakeholders to drive continuous improvement. The role also involves coaching team managers and advisors, acting as a subject matter expert in quality assurance, and ensuring alignment with local market guidelines and client expectations.
Who you are
- Fluent in German at C2 level.
- Minimum one year of experience within VOIS Care/DE Account.
- Strong analytical thinking and quality orientation.
- Proficient in Microsoft Office Suite and Visual Basics.
- Experienced in quality auditing and familiar with quality tools.
- Demonstrated flexibility to work in different shifts.
- Background in international environments and client-facing communication.
- Excellent verbal and written communication skills.
- Proven ability to participate in and contribute to projects.
What you will do
- Conduct thorough audits across all service channels to ensure compliance with internal standards and hygiene practices.
- Analyse transactional data to identify trends and improvement opportunities, offering actionable insights to operations teams.
- Mentor and coach advisors and team managers to enhance performance and adherence to best practices.
- Act as a subject matter expert in quality assurance, performance monitoring, and process improvement.
- Develop and maintain performance dashboards, reporting failures and facilitating ideation for business improvements.
- Participate in client-facing meetings and calibration forums to ensure unified evaluation standards.
- Collaborate with internal teams to align service delivery with client expectations.
- Proactively identify operational risks and support resolution through structured problem-solving.
Not a Perfect Fit?
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
What’s in it for you
- Opportunity to work in a dynamic, international environment with exposure to global standards.
- Direct involvement in client-facing activities and strategic quality initiatives.
- Development of coaching and mentoring capabilities.
- Experience in data-driven decision-making and performance optimisation.
- Contribution to impactful service delivery improvements.
What skills you will learn
- Advanced quality auditing and evaluation techniques.
- Stakeholder management and client communication.
- Data analysis and dashboard development.
- Coaching methodologies and performance enhancement strategies.
- GDPR compliance and privacy regulation adherence.
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join Us
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.
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