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 detail-oriented and analytical individual to join our team as an International Account Quality Specialist. This role is pivotal in ensuring service excellence across voice, chat, and back-office channels by conducting audits, analysing data, and driving continuous improvement. The successful candidate will act as a subject matter expert in quality assurance, collaborating with internal stakeholders and supporting team development through coaching and performance insights.

What you will do

• Conduct thorough audits of transactions across all channels to ensure compliance with internal standards and hygiene.
• Analyse transactional data to identify trends and improvement opportunities, providing actionable insights to operations teams.
• Coach and mentor advisors and team managers, promoting best practices and continuous performance enhancement.
• Serve as a subject matter expert in quality assurance, auditing, and coaching, while developing and monitoring performance dashboards.
• Participate in client-facing meetings and calibration forums to align on service performance and evaluation standards.
• Collaborate with internal teams to ensure alignment with client expectations and service delivery benchmarks.
• Proactively identify operational risks and facilitate business improvement initiatives.
• Ensure GDPR compliance and uphold data protection standards in all quality-related activities.

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.

Who you are

• Proficient in German at C2 level.
• Minimum of 1 year of experience in VOIS Care/DE Account.
• Strong analytical thinking and quality orientation.
• Skilled in Microsoft Office Suite, with working knowledge of Visual Basics.
• Experienced in quality auditing and familiar with quality tools.
• Demonstrated ability to manage client expectations and communicate effectively.
• Flexible to work in different shifts and adaptable to international environments.
• Participated in cross-functional projects and initiatives.

What's in it for you

• Opportunity to work in a dynamic, international environment.
• Exposure to client-facing responsibilities and cross-functional collaboration.
• Involvement in continuous improvement initiatives and business transformation.
• A culture that values innovation, learning, and development.
• Flexibility in work shifts and a supportive team environment.

What skills you will learn

• Advanced quality auditing and data analysis techniques.
• Effective coaching and mentoring strategies.
• Stakeholder management and client communication.
• Performance dashboard development and KPI tracking.
• GDPR compliance and privacy best practices.

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.

Alert

Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.

Follow us on social media and #StayConnected

• LinkedIn
• Facebook
• Instagram
• Chat with our employees to learn more about our projects

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.