Nordic-speaking Quality Analyst to Riga, Latvia

Do you speak one of the following Nordic languages; Swedish, Finnish, Norwegian or Danish and have experience from Quality Analyst/Workforce Management within the call-center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!

Roles and Responsibilities:

• Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality. The QA monitors required samples of voice & non-voice based transactions on Quality Evaluation form included with predefined quality parameters. QA also publishes a comprehensive report on the overall quality of the project. 
• Random & stratified Sampling method will be used to audit the calls and emails
• Coaching & Feedback sessions
• Joint call monitoring sessions with respective assigned teams & other stakeholders
• Provide process updates as per requirement
• Conduct Team Huddles to discuss the Quality scores and areas of opportunities
• Provide Feedback/Quality tips to improve customer experience
• Recognize Agent with excellent performance levels
• Bottom Quartile management
• Root cause analysis as per requirement ( Complaints, Negative Survey response etc.., )
• Participate in internal/external calibration sessions
• Drive process improvement initiatives
•  Handle production activities – to answer Call / Chat / ticket volume spikes

• Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
• Good communication skills
• Experience in supporting Customer Service
• Good understanding on Customer Service transactional Quality concepts