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 Finnish languages.
Modern office in “Jaunā Teika”.
Educational / Professional Qualification:
- German, Dutch and Finnish 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.
Employee Benefits:
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more.
- OVP (Compulsory Health Examination): Full coverage.
- Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
- Attractive compensation and allowances– Basis role and experience.
- Annual Leave 4 calendar weeks of paid leave.
- Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
- Hybrid Work Model: Transition to a hybrid model after meeting performance standards and depending on business needs.
- Work from Home on Late Shifts: Option to work from home whenever you work late shift hours, providing you with the flexibility to manage your schedule effectively.
Please apply below or send your CV to cv@oxyhr.eu
