• Analyze quality performance and process capability based on Quality Analyst monitoring and audit activities, identify trends and patterns
• Define and implement improvement actions based on the analysis in alignment with Operation's needs
• Drive root cause analysis, follow up escalations and complaints, and work with the Quality Manager to address any process gaps
• Drive process improvement, identify and evaluate standardization and automation opportunities
• Work together with stakeholders to create improvement proposals
• Ensure that project quality processes are adhered to and quality metrics are met as per customer’s requirement and quality management framework
• Generate comprehensive quality reports, act as Quality POC for Operations and Support teams for daily Quality activities
• Work together with the Training team for TNI, refreshers, certification, etc.
• Present and represent Quality in customer review meetings, audits and for internal stakeholders
• Ensure Quality Team compliance with established Quality processes, lead QA team performance by quality scorecard
• Establish and maintain governance for the QA team, Operations and customer
• Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
• Provide feedback to the Quality Team, collaborate with the Quality Manager to identify and fulfill QA improvement and development needs and enhance team capabilities
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow

• 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 or Swedish (B2/C1 or higher level)
• Proven experience in Quality Management within a BPO environment (min. 3 years)
• Track record of formal people management roles and leadership abilities (min. 1 year)
• Quality monitoring and audit experience (min. 2 years)
• Exposure to Lean, Six Sigma, COPC, and other quality improvement methodologies is an advantage
• Optimistic, friendly, positive, and self-motivated personality
• Structured thinking, agile mindset, good presentation skills
• Service-oriented profile and with a focus on problem-solving,
• Ability to work shift hours/ part-time
• Good data analytic and data interpretation skills and toolset
• Good communication skills, good stakeholder management skills

• 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)

Salary range: 2300 – 2500 EUR Gross