Adress David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Quality Analyst Team Leader for their QA teams in Latvia. The employee will be responsible for support and development of the team and creation of a great Customer Experience through Continuous Improvement.
Position: Quality Analyst Team Leader
Location: Riga, Latvia (on-site)
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets
Understand and keep track of key team KPIs. Manage dips in performance with
adequate reinforcement plans proactively
Monitor, coordinate and supervise the daily activities of the staff in the
operations team
Manage staffing, Attrition and Hiring within the team
Manage team availability, attendance, and team's administrative tasks
People management and associated responsibilities like performance and
development management
Manage relationships of the key interfaces of the team and client
Assist the team members in providing first-line support when workloads are high, or where additional experience is required
Plan long term improvements, looking at least 6 months to 1 year ahead
Understand processes run by team and bring in improvements and
efficiencies within the team
Create a mode of operations to be adhered to by team members in order to
maintain good routine and orderliness
Delegate specific customer service responsibilities to team members to create
specialization and improve Customer service
Review all client complaints, rectify issues and liaise with appropriate departments
to handle complex issues in a bid to provide more effective solutions
Conceive and implement productivity improvements within operations
Manage complaints & escalations
Mentor team on both process and people functionality
Maintain operations related reports in SharePoint
Discover training needs and coordinate with QA and Training Team to provide the
necessary coaching
Any additional ad-hoc tasks that may contribute to a better service to the client or
improvement to the KPI
REQUIREMENTS:
C1 level language skills in Swedish
Excellent English
Minimum 2-3 years of experience in managing Quality
18 months spent in the current/last role
Must have Positive Service delivery and Good Customer handling skills
Excellent people management skills and proven experience
Excellent communication skills
Experience in managing services across geographies (international customers)
Ability to drive initiatives in the team with creativity and a long-term vision
Understanding of COPC and dealing with process improvements
Any quality-related certification (optional)
A self-motivated achiever
Excellent Problem-solving abilities, strong logical analytics
OFFER:
Opportunities for growth in an international and multicultural workplace
Stable remuneration
Permanent Contract
Medical/Health Insurance covering immediate family members
Learning opportunities covering multiple domains and technical/soft skills/project management/managerial/leadership learnings
Internal job opportunities cross projects/cross domains/cross countries
Fun at-work activities
Coffee etc. at the office
