Quality Assurance Specialist (Resident in Malta or Hold an EU Passport) *Fluent in German & English

Quality Assurance Specialist (Resident in Malta or Hold an EU Passport) *Fluent in German & English Employment Type: Part-Time Overview: We are looking for a German-Speaking Quality Assurance Specialist to join our team on a part-time basis. In this role, you will be responsible for monitoring and evaluating customer interactions, particularly telephone calls, to ensure that our customers receive a high-quality, consistent and compliant service. You will listen to and assess customer calls, analyse how our teams respond to customer needs, and provide clear, meaningful reporting and feedback. You will also take a broader view of the customer journey, assessing not only the quality of individual interactions but also the overall customer experience and outcomes. This is an important role in helping us identify opportunities for improvement, maintain high service standards and ensure that customers receive fair, appropriate and positive outcomes. Responsibilities: Call Quality & Monitoring Listen to and review customer calls in German against agreed Quality Assurance criteria. Assess the quality, accuracy, professionalism and effectiveness of customer interactions. Review how effectively customer needs, questions and concerns are handled. Identify areas of good practice as well as opportunities for improvement. Check that relevant processes, procedures and requirements are being followed. Identify potential risks, errors or poor customer outcomes and escalate these where appropriate. Maintain accurate QA records and provide consistent and objective assessments. Reporting & Training Produce regular reports summarising QA findings, trends and areas for improvement. Provide clear and meaningful information to the Training team to support coaching and training activities. Highlight recurring knowledge or performance gaps that may require additional training. Share examples of both good practice and areas requiring improvement. Skill & Experience: We are looking for someone who is curious, detail-oriented and genuinely willing to learn. Essential Fluent German and English language skills. A strong willingness to learn, develop and take on new skills. Good listening and communication skills. A genuine interest in customer service and understanding customer needs. Good attention to detail. A methodical and reliable approach to work. The ability to be objective and fair when reviewing customer interactions. The confidence to ask questions and seek clarification when needed. The ability to work independently and manage your workload effectively. A positive, collaborative attitude and willingness to work with colleagues across different teams. *Working Pattern This is a part-time position, with working hours to be agreed based on business requirements. Apply Today! Our Recruitment Team Will Reach Out To You Directly! *Please Send you CV in English - Thankyou Sourced from Novum Bank. Apply on the company's site.