The successful employee will be responsible for the quality control as well as for coming up with strategies, ideas which can help Agents find a reference point in the business process and maintain the quality assurance standards.

Position: Swedish Quality Analyst

Location: Riga, Latvia (on-site)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis
• Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy
• Effectively support CSA quality performance improvement in alignment with Operation Team Leader priorities, based on quartile management
• Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders
• Provide comprehensive input for quality reporting
• Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
• Take part in production activities by taking calls and being a part of support group activities, e.g. escalations, real-time support
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow

REQUIREMENTS:

• Excellent command of Swedish language (C1) and English (B2)
• Proven experience in Quality Management within a BPO environment (min. 2 years)
• Quality monitoring and audit experience (min. 1 year)
• Excellent attention to detail and ability to maintain accuracy
• Great data analytic and problem-solving skills, continuous improvement mindset and toolset
• Good communication and interpersonal skills
• Willing to relocate to Riga or already being based there
• Willingness to participate in a background check
• Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications
• Optimistic, friendly, positive, and self-motivated personality
• Ability to work in team
• Service oriented profile and with a focus on problem solving

OFFER:

• Paid startup training and professional development sessions
• 8 hours shifts within the line operating hours from Monday to Friday 9 - 23, and 11 - 18 on Saturday and Sunday
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities