International Account Quality Specialist-German Speaker

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

We are seeking an experienced quality professional to drive transaction quality excellence across voice, non-voice, and back-office channels for a German international account. This role focuses on auditing, data-driven insights, coaching, and stakeholder collaboration to ensure service delivery aligns with global quality frameworks, local market guidelines, and client expectations. The individual will act as a subject matter expert, supporting continuous improvement and consistent customer experience outcomes.

What you will do

• Conduct comprehensive quality audits across voice, non-voice, and back-office interactions, ensuring adherence to internal standards and process hygiene.
• Analyse transactional and performance data to identify trends, risks, and improvement opportunities, translating insights into actionable recommendations.
• Coach and mentor advisors and support team managers with effective coaching methodologies to enhance performance and quality outcomes.
• Act as a subject matter expert in auditing, performance management, and quality frameworks, driving consistency across operations.
• Develop, publish, and monitor performance dashboards, tracking KPIs, process hygiene indicators, and SLA commitments.
• Proactively identify operational risks and failures, acting as an early warning system and supporting business improvement initiatives.
• Participate in client-facing meetings, audits, and calibration sessions to align quality measurement and expectations.
• Build strong relationships with internal and external stakeholders, ensuring clear communication of insights, risks, and recommendations.
• Ensure full compliance with GDPR and data privacy standards in all quality and reporting activities.

Who you are

• A quality-focused professional with strong experience in auditing, coaching, and performance reporting within an international or customer operations environment.
• Fluent in German at C2 level, with confident written and verbal communication skills in a client-facing context.
• Experienced in the WoWi account or similar regulated service environments.
• Highly analytical, with the ability to interpret data, identify patterns, and influence improvement actions
• .Detail-oriented, organised, and proactive in identifying risks and opportunities.
• Comfortable working across different shifts and collaborating with multicultural teams.
• Proficient in Microsoft Office tools, with working knowledge of Visual Basic and dashboarding concepts.
• Experienced in participating in cross-functional or improvement projects.

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

• Exposure to international clients and quality frameworks within a global organisation.
• Opportunities to influence service excellence and customer experience at scale.
• Collaboration with diverse, multicultural teams across VOIS locations.
• A role that combines analytical work, coaching, and stakeholder engagement.

What skills you will learn

• Advanced quality analytics and KPI-driven performance management.
• Client calibration and stakeholder communication in an international context.
• Structured coaching techniques to support sustainable performance improvement.
• Deeper expertise in GDPR compliance and quality governance within regulated environments.

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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