Quality Analyst (English + Norwegian / Swedish / Finnish / German or Dutch)
DarbaGuru client
DarbaGuru client is a new Global Business Outsourcing center in Riga (Latvia) managed by the multinational IT organization with 260,000+ employees in over 100 countries. The company is actively lookng for various specialists with good knowledge of English + Norwegian / Swedish / Finnish / German or Dutch.
Qualification and skills:
- "Must have" at least B2 knowledge level of 2 languages -> English + Norwegian / Swedish / Finnish / German or Dutch;
- Min. 2 years of experience in quality management, preferably in the field of business outsourcing services / customer service centers (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 self & family members (spouse, kids);
- Flexible work time.
Workplace: Riga, New Teika
Work hours: full-time / shift work
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).
(**) No visa support is provided.