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Quality Analyst (English and +1 foreign language speaking)

Valid till: 2024-06-17

City: Riga

Alliance for Recruitment is the biggest recruitment agency in the Baltics, servicing clients in CEE & Nordics and creating a brighter future for people around! We are the largest headhunting house measured by capacity, a number of successful placements, and annual growth, raising a high-performing team of recruitment experts from various industries.

Our client is a multinational information technology services and consulting company across 90 countries. 

Job description: 
  • Monitor and audit the 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 tracking feedback efficacy
  • Effectively support CSA quality performance improvement in alignment with Operation Team lead 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 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: 
  • English skills (B2 or higher level) in writing and speaking to understand documentation and log accurately in the client systems
  • Additionally, you need to have one of the foreign language skills – German, Dutch, Polish, Swedish, Finnish, Norwegian, or Danish (B2/C1 or higher level)
  • 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
  • Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications,
  • Optimistic, friendly, positive, and self-motivated personality,
  • Ability to work in a team,
  • Service-oriented profile and with a focus on problem-solving,
  • Ability to work shift hours/ part-time

 

Company offers: 
  • Working in flexible shifts 
  • Private medical insurance for self and family (spouse and kids)
  • Career opportunities across the globe
  • Learning - Access to multiple free trainings and courses via our internal learning platform
  • Fun at work - multiple fun at work activities regularly
  • Modern office at Jaunā Teika (Gustava Zemgala gatve 74, Riga)
Monthly Salary: 

Salary range: 1700 – 1900 EUR Gross

Position:
Recruitment Consultant
E-mail:
City:

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