Quality Analyst (English + Norwegian / German / Dutch or Polish)

Qualification and skills:

• "Must have" 2 language knowledge - min. B1 level of English + Norwegian / German / Dutch or Polish;
• >2 years of experience in quality management, preferably in the field of business outsourcing services (call centers, customer service operators, support for international customers, etc.);
• Experience in quality control and auditing is desirable;
• Analytical thinking, great attention to detail and accuracy;
• Problem solving skills;
• Good comunication skills;
• Skilled IT user.

Responsibilities:

• Monitor and audit assigned CSA (Customer Service Agent) customer service quality, provide analysis of identified issues or incidents;
• Provide feedback, both individually and to the team, providing practical insight for improvement and evaluating the effectiveness of feedback, as well as conducting training in CSA;
• Support CSA quality performance with operations group manager priority based on quality metrics such as productivity, quality or efficiency;
• Participate in internal and external team sessions and monitoring sessions with clients and partners to review and discuss specific benchmarks or performance indicators;
• Provide quality report development;
• Identify areas of improvement to meet customer quality standards, highlight insights and observations to continuously improve customer experience;
• Actively involved in the customer service process, handling calls and support to the team, for example, in a problem situation, or real-time help;
• Participate in training to better understand customer and business needs and continuously develop and grow.

Company offers:

• New and modern office in Riga, Latvia;
• Salary 1700-1900 EUR gross / month;
• Career opportunities and professional development;
• Free access to trainings and courses through the company's internal learning platform.
• International business environment;
• Health insurance to employee & employee's family members;
• Flexible work time.

Workplace: Riga, New Teika
Work hours: part-time / shift work / flexible work schedule

Please apply with CV to the e-mail: cv@darbaguru.lv

(*) When submitting your application, you agree to the processing and transfer of your provided personal data for the purpose of recruitment by Tech Mahindra Limited, Latvijas filiāle (reģ. 40203552317).