Our client, a large international company operating in 90 countries, is opening a new call center in Riga, Latvia and is looking to hire

Quality Analyst with knowledge of either German, Dutch or Norwegian languages.

Modern office in “Jaunā Teika”.

Educational / Professional Qualification:

  • German, Dutch and Norwegian near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
  • Proven experience in Quality Management within a BPO environment (min. 2 years)
  • Quality monitoring and audit experience (min. 1 years)

Work Experience / Responsibilities:

  • Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis
  • Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy
  • Effectively support CSA quality performance improvement in alignment with Operation Team lead priorities, based on quartile management
  • Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders
  • Provide comprehensive input for Quality reporting
  • Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
  • Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
  • Participate in training programs for better understanding of client and business expectations and to continuously develop and grow.

 

Preferred Competencies:

  • Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
  • Optimistic, friendly, positive, and self-motivated personality, ability to work in team,
  • Service oriented profile and with a focus on problem solving,
  • Ability to work shift hours/ part time (to the extent legally possible),
  • Flexibility to adapt as per business requirement.
  • Good communication skills.

We offer:

  • Salary of 1900EUR gross depending on experience + bonuses.
  • 7 days / week, working in flexible shifts. Overtime fully compensated.
  • Work in a modern office in New Teika.
  • Health insurance policy (for spouses and children as well).
  • Growth and career opportunities worldwide.
  • Free courses and training.
  • Team-building activities.

 

Please apply below or send your CV to cv@oxyhr.eu

Publicēts: 22.03.2024
Komentāru skaits: 0
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