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DESCRIPTION
Finnish Speaking Quality Analyst
Riga, Latvia
Gross salary of €2000 gross per month.
Job Responsibilities:
- Quality Auditing:
- Conduct audits on customer interactions.
- Perform root cause analysis for quality issues.
- Monitor individual and team performance for quality improvement.
- Feedback & Coaching:
- Provide feedback to CSAs based on actionable insights.
- Offer coaching to improve performance aligned with operational goals.
- Collaboration:
- Join internal and external calibration and monitoring sessions.
- Participate in discussions with stakeholders and customers to refine quality.
- Reporting & Improvement:
- Provide data and observations to improve overall customer experience.
- Assist in developing reports for quality metrics.
- Support & Training:
- Handle calls and support escalations as part of operational duties.
- Take part in training to better understand client needs and business processes.
Job Requirements:
- Language Proficiency:
- Finnish (C1 level) and English (B1+ or higher).
- Attention to Detail:
- Strong accuracy in monitoring and logging data.
- Problem Solving & Analytical Skills:
- Ability to analyze data and suggest continuous improvements.
- Communication & Interpersonal Skills:
- Ability to communicate effectively in feedback and team environments.
- Technical Skills:
- Advanced computer literacy and ability to multitask across different systems.
- Personality Traits:
- Friendly, optimistic, and self-motivated with a service-oriented approach.
- Work Flexibility:
- Ability to work shifts or part-time (where legally applicable).
- Background Check:
- Clean criminal record and no payment defaults or credit issues with Klarna or similar financial systems.
This role suits someone who is detail-oriented, analytical, and has a strong focus on customer service and quality improvement. The ability to coach and communicate feedback effectively in a team setting, alongside the flexibility to handle escalations, makes it a dynamic role.
