Quality Analyst & Knowledge Manager – German Speaker

About The RoleAs a combined Quality Analyst & Knowledge Manager, you will make an impact by ensuring service quality and driving knowledge management processes across global teams. You will be a valued member of the CIS team, collaborating with operations managers, team leads, and other stakeholders to maintain high standards and continuous improvement.In This Role, You WillConduct daily quality audits and provide timely coaching to analysts.Implement corrective and preventive actions to ensure compliance with quality standards.Prepare consolidated weekly and monthly reports for leadership.Monitor interactions and ensure adherence to SLA/KPI metrics.Develop, customize, and maintain knowledge management processes.Create, update, and retire knowledge base articles to ensure accuracy and compliance.Monitor contributions in the knowledge platform and report usage metrics to leadership.Provide training and coaching to team members, including refresher and new joiner sessions.Liaise with resolver units and stakeholders to maintain up-to-date knowledge content.Work modelHybrid (specific days onsite as per business requirements).What You Need To Have To Be ConsideredStrong understanding of SLA/KPI frameworks.Familiarity with continuous improvement methodologies.Excellent communication and stakeholder management skills.Ability to work in a global, fast-changing environment.Comfortable with knowledge systems and reporting tools.Language skills: C1 or above in German, and intermediate English.These will help you stand outExperience in quality management and audits.Knowledge of ISO standards and operational maturity frameworks.Strong coaching and training capabilities.Experience in IT service desk or knowledge management roles.What We OfferWe can offer:Multilingual environmentPleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies.Easy to access location and modern office buildingCompetitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perksReimbursable language coursesInclusive and enjoyable team-building and company events with fun activities for everyoneHigh value awards and recognitions, annual bonus for top performers, and annual salary review