German Speaking - QA Analyst

Job Description:

Our Company

Changing the world through digital experiences is what (COMPANY NAME)'s all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

German Speaker - QA Analyst (Customer Support)
We are looking for a German Speaking Quality Analyst who is passionate about helping colleagues and customers.
The Quality Analyst will be a key member of our Creative Cloud Individual Support team. This person will thrive on empowering our customers to change the world through digital experiences. They will be passionate about helping people, be empathetic, and have exceptional people skills. The Quality Analyst provides guidance and feedback to our Support Specialists, enabling them to deliver first-class experiences to our customers.

Responsibilities:
* Reviews customer interactions and provides feedback and coaching to support specialists to help deliver best-in-class customer service.
* Completes trend analysis of reviews to identify training requirements and improvement of processes, at a regional level.
* Strives to identify opportunities and champions initiatives to improve the customer experience.
* Partners with stakeholders to drive initiatives to improve the quality of service.
* Calibrates with peers globally to ensure alignment.
* Answers customer queries on a regular basis.

Requirements:
* 1+ years of experience in a Quality Analyst role.
* Fluency in German and English
* Customer support experience in an online multicultural environment.
* Strong customer support experience with excellent communication skills.
* Excellent written and verbal communication skills in both languages.
* Ability to analyze cases and identify trends and make recommendations based on findings.
* Ability to succinctly summarize findings and provide actionable feedback to Support Specialists, business partners and management teams.
* Proven track record working in a collaborative role in a multicultural, fast-paced environment.
* High level of accuracy and attention to detail.
* Highly organized, self-motivated and proactive with the ability to prioritize tasks.
* Flexible approach and ability to adapt to changing business needs and processes.

Desirable:
* BA/BS degree in relatable field.
* Proficiency in a third European language (Portuguese, Spanish, Italian and/or French) is a plus.
* Experience using (COMPANY NAME) Creative Cloud or (COMPANY NAME) Document Cloud products.
* Experience in data analysis, Excel.
* Experience in technical troubleshooting and customer service.

Skills required:
* Attention to detail.
* Strong customer experience.
* Excellent verbal and written communication.
* Coaching.
* Giving and receiving Feedback.

(COMPANY NAME) is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

(COMPANY NAME) aims to make (COMPANY NAME).com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@(COMPANY NAME).com or call (408) 536-3015.

(COMPANY NAME) values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees