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.
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About this Role
What you’ll do
Act as an extended arm of the DE Line Manager to support internal and external audits, calibrations, process insights, and optimisation initiatives across partners
Conduct quality reviews as part of client-driven projects, focusing on underperforming agents across multiple service lines
Perform silent monitoring and provide structured, constructive feedback across VOIS and external partner sites
Carry out internal and external back-office quality checks and regular calibration sessions with DE partners
Deliver coaching support to Mobile, TV, and Back Office service teams
Lead internal and external auditing activities to ensure quality standards are met
Manage and drive process improvement initiatives based on performance insights
Analyse data to identify improvement opportunities and recommend actions to operations teams
Calibrate call and transaction quality evaluation standards across channels
Prepare and deliver effective reports on quality assessments and key performance indicators
Who you are
Demonstrates strong accuracy, analytical thinking, and problem-solving capabilities
Maintains a customer-focused approach in all activities
Able to manage tasks with flexibility, responsiveness, and attention to detail
Brings a proactive, positive, and solution-oriented mindset
Works effectively within diverse teams and across functions
Shows strong awareness and responsibility when handling sensitive data with high confidentiality
Holds German language proficiency at C2 level
Has a minimum of 1 year of experience within VOIS Care or DE account operations
Possesses excellent communication skills
Flexible to work across different shifts and lines of business
Demonstrates solid analytical and quality-oriented thinking
Brings international exposure or experience
Has strong MS Office skills and familiarity with quality tools
Has participated in projects and holds experience in quality auditing
Demonstrates working knowledge of Visual Basics
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 on international quality projects across multiple markets and partners
Exposure to client-driven initiatives and cross-functional collaboration
Development within a global quality and performance environment
Hands-on experience with advanced auditing, calibration, and process optimisation practices
Opportunity to influence operational improvements through data-driven insights
What skills you will learn
Advanced quality auditing and calibration methodologies
Data analysis and reporting for operational decision-making
Stakeholder management across global teams and partner environments
Process improvement and optimisation techniques
Coaching and feedback delivery for performance enhancement
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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Alert
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