618
- Details
- Highlights
- Company
Requirements for candidates
- Near native (interpreted as CEFR level 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
- Good communication skills
- Experience in supporting Customer Service
- Good understanding on Customer Service transactional Quality concepts
Job description
- Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality. The QA monitors required samples of voice & non-voice based transactions on Quality Evaluation form included with predefined quality parameters. QA also publishes a comprehensive report on the overall quality of the project.
- Random & stratified Sampling method will be used to audit the calls and emails
- Coaching & Feedback sessions
- Joint call monitoring sessions with respective assigned teams & other stakeholders
- Provide process updates as per requirement
- Conduct Team Huddles to discuss the Quality scores and areas of opportunities
- Provide Feedback/Quality tips to improve customer experience
- Recognize Agent with excellent performance levels
- Bottom Quartile management
- Root cause analysis as per requirement ( Complaints, Negative Survey response etc.., )
- Participate in internal/external calibration sessions
- Drive process improvement initiatives
- Handle production activities to answer Call / Chat / ticket volume spikes
You can find average salaries for this postition at palgad.ee.
Location
- Latvia
Riga
Time of work
- Full-time
Skills
Languages
- English
- Swedish
Contact person
Weronika Charzyńska
Weronika Charzyńska
We are Nordic recruitment experts, connecting candidates from Sweden, Finland, Norway, and Denmark with businesses worldwide.
Our goal is simple: Match talented candidates with exciting jobs that let them use their native languages worldwide.
What sets us apart? Our friendly team of native-speaking recruiters, really get to know our candidates. With over 30 years of combined recruitment experience, we're a trusted partner for businesses globally.
Visit our Website: www.nordicjobsworldwide.com Get in Touch: info@nordicjobsworldwide.com
Tomorrow brings new opportunities!
Similar job ads:
Hariduspsühholoogia professor
Professor of Educational Psychology
Psühholoog