Swedish-speaking Quality Analyst to Riga, Latvia

Nordic Jobs Worldwide AS

Подробности
Основная информация
Компания

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

Вы можете узнать среднюю зарплату на эту должность на palgad.ee.

Место работы

Латвия

Тип работы

Полный рабочий день

Навыки:

Ability to learn Analysis Problem solving

Языки

Английский
Шведский

Контактное лицо
Weronika Charzyńska

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