Position: Quality Analyst Team Leader

Location: Riga, Latvia (on-site)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets
• Understand and keep track of key team KPIs. Manage dips in performance with
  adequate reinforcement plans proactively
• Monitor, coordinate and supervise the daily activities of the staff in the
  operations team
• Manage staffing, Attrition and Hiring within the team
• Manage team availability, attendance, and team’s administrative tasks
• People management and associated responsibilities like performance and
  development management
• Manage relationships of the key interfaces of the team and client
• Assist the team members in providing first-line support when workloads are high, or where additional experience is required
• Plan long term improvements, looking at least 6 months to 1 year ahead
• Understand processes run by team and bring in improvements and
  efficiencies within the team
• Create a mode of operations to be adhered to by team members in order to
  maintain good routine and orderliness
• Delegate specific customer service responsibilities to team members to create
  specialization and improve Customer service
• Review all client complaints, rectify issues and liaise with appropriate departments
  to handle complex issues in a bid to provide more effective solutions
• Conceive and implement productivity improvements within operations
• Manage complaints & escalations
• Mentor team on both process and people functionality
• Maintain operations related reports in SharePoint
• Discover training needs and coordinate with QA and Training Team to provide the
  necessary coaching
• Any additional ad-hoc tasks that may contribute to a better service to the client or
  improvement to the KPI

REQUIREMENTS:

• C1 level language skills in Swedish
• Excellent English
• Minimum 2-3 years of experience in managing Quality
• 18 months spent in the current/last role
• Must have Positive Service delivery and Good Customer handling skills
• Excellent people management skills and proven experience
• Excellent communication skills
• Experience in managing services across geographies (international customers)
• Ability to drive initiatives in the team with creativity and a long-term vision
• Understanding of COPC and dealing with process improvements
• Any quality-related certification (optional)
• A self-motivated achiever
• Excellent Problem-solving abilities, strong logical analytics

OFFER:

• Opportunities for growth in an international and multicultural workplace
• Stable remuneration
• Permanent Contract
• Medical/Health Insurance covering immediate family members
• Learning opportunities covering multiple domains and technical/soft skills/project management/managerial/leadership learnings
• Internal job opportunities cross projects/cross domains/cross countries
• Fun at-work activities
• Coffee etc. at the office