Position: Quality Team Lead

Location: Riga, Latvia (on-site)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Analyze quality performance and process efficiency based on monitoring and audit data, identifying trends and patterns.
• Define and implement action plans for process improvements in alignment with organizational needs.
• Conduct root cause analysis, address escalations and complaints, and collaborate with management to resolve process issues.
• Drive process optimization by identifying and evaluating opportunities for standardization and automation.
• Collaborate with stakeholders to develop and propose process improvement initiatives.
• Ensure adherence to project quality processes and that quality metrics meet client and organizational standards.
• Generate detailed quality reports and serve as the point of contact for daily quality activities within operations and support teams.
• Collaborate with training teams for onboarding, refresher courses, and certifications.
• Represent quality interests during customer reviews, audits, and internal meetings.
• Ensure compliance with established quality processes and lead team performance assessments using quality scorecards.
• Establish and maintain governance frameworks for the quality team, operations, and clients.
• Participate in production activities, including handling calls and providing real-time support for escalations.
• Provide constructive feedback to the quality team and collaborate with leadership to identify development opportunities.
• Participate in training programs to better understand client expectations and continuously improve professional skills.

REQUIREMENTS:

• Near native Swedish (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,
• Minimum of 3 years of experience in Quality Management within a BPO or similar environment.
• At least 1 year of experience in a formal people management or leadership role.
• Minimum of 2 years of experience in quality monitoring and auditing.
• Familiarity with quality improvement methodologies such as Lean, Six Sigma, COPC, or similar frameworks is a plus.
• Positive, proactive, and self-driven attitude with strong interpersonal skills.
• Organized, adaptable thinker with effective presentation abilities.
• Customer-focused mindset with a strong problem-solving orientation.
• Flexibility to work shifts or part-time hours, as applicable by law.
• Strong analytical skills with the ability to interpret data and use relevant tools effectively.

OFFER:

• Comprehensive medical coverage
• Relocation support available, flight and accommodations
• Access to 5,000+ free courses, practice tools, and certifications, focusing on advanced technologies
• Attractive salary and allowances based on role and experience
• 4 weeks of paid vacation annually
• Enjoy a dynamic, supportive work environment with regular celebrations, wellness activities, and strong team camaraderie