Quality Analyst
Job Description
Industry: IT Services and IT Consulting
Seniority for this role: Entry level
We are hiring for Quality Analyst for our client’s project based at Riga, Latvia Language Requirement (Either of one): Norwegian Danish Job Description: 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 Teamlead priorities, based on quartile management Participate in internal and external calibration sessions and joint call monitoring sessions with customer 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 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 The foreign language is inherent to your job duty which requires direct communication (spoken and written) with customers in their respective home countries. Preferred Competencies Near native (interpreted as CEFR level C1) or native relevant market language. English language skills (B1+ or better) in writing and speaking Proven experience in Quality Management within a BPO environment (min. 2 years) Quality monitoring and audit experience (min. 1 years) Excellent attention to detail and ability to maintain accuracy Great data analytic and problem solving skills, continuous improvement mindset and toolset 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, Ability to work shift hours/ part time (to the extent legally possible) Good communication skills Show more Show less
