Swedish Speaking Quality Analysts - Call Centre

Swedish Speaking Quality Analysts

Riga, Latvia

€ Competitive

Due to expansion our client is recruiting Swedish Speaking Quality Analysts for their call centre in Riga.

This is an office based role in Riga, candidates must speak at least C1 level Swedish and be English. Candidates must have at least 2 years Quality Management experience in a Call Centre BPO company with experience of quality monitoring and auditing.

Job Overview

• Keep an eye on and audit the calibre of the CSAs' client interactions.
• Track the effectiveness of the feedback you provide, share actionable insights for improvement, and offer coaching and individual and team feedback to CSAs.
• Use management to effectively promote CSA quality performance improvement in line with Operation Team lead priorities.
• Take part in cooperative call monitoring sessions with customers and stakeholders, as well as internal and external calibration sessions.
• Identify areas for improvement in order to comply to and improve quality standards; highlight observations and insights to continuously improve the customer experience; and
• Provide thorough feedback for quality reporting.
• Take part in training programmes to gain a better grasp of client and business expectations.
• Participate in production operations by answering calls and participating in support group activities, such as escalations, real-time assistance.