Adress David Kennedy Recruitment is working with a leading multinational technology BPO business that is looking to recruit a Quality Analyst for their Customer Service teams in Riga. The successful employee will be responsible for the quality control as well as for coming up with strategies, ideas which can help Agents find a reference point in the business process and maintain the quality assurance standards.
Position: Quality Analyst
Location: Riga, Latvia (on-site)
Employment type: Full-time
DUTIES AND 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 Leader priorities, based on quartile management
Participate in internal and external calibration sessions and joint call monitoring sessions with customers 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 a 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
REQUIREMENTS:
Excellent command of Swedish language (C1) and English (B2)
Proven experience in Quality Management within a BPO environment (min. 2 years)
Quality monitoring and audit experience (min. 1 year)
Excellent attention to detail and ability to maintain accuracy
Great data analytic and problem-solving skills, continuous improvement mindset and toolset
Good communication and interpersonal skills
Willing to relocate to Riga or already being based there
Willingness to participate in a background check
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
OFFER:
Paid startup training and professional development sessions
8 hours shifts within the line operating hours from Monday to Friday 9 - 23, and 11 - 18 on Saturday and Sunday
Relocation support
A dynamic and diverse job in a pleasant and modern environment
Opportunities for personal and professional development
Team-building activities
