We are looking for an analytical German-speaking Quality Analyst for our client in Riga, Latvia.
We seek someone who enjoys ensuring quality in every aspect of the customer service desk within the FinTech industry. Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise.
They are a billion-dollar company with professionals across 90 countries, helping 988 global customers, including Fortune 500 companies.
Their convergent digital design experiences, innovation platforms, and reusable assets connect across various technologies to deliver tangible business value and experiences to their stakeholders.
Our client has been recognized among India's 50 best companies to work for in 2020 by the Great Place to Work Institute.
Roles and Responsibilities: Ensure Call, Email & Ticket quality by monitoring required samples of voice & non-voice based transactions on the Quality Evaluation form with predefined quality parameters.Use Random & Stratified Sampling methods to audit calls and emails.Conduct Coaching & Feedback sessions.Participate in joint call monitoring sessions with assigned teams & other stakeholders.Provide process updates as required.Conduct Team Huddles to discuss Quality scores and areas of opportunity.Provide Feedback/Quality tips to improve customer experience.Recognize agents with excellent performance levels.Manage bottom quartile performance.Conduct root cause analysis as needed (e.g., complaints, negative survey responses).Participate in internal/external calibration sessions.Drive process improvement initiatives.Handle production activities to manage Call/Chat/ticket volume spikes.Qualifications & Requirements: Native German speaker with fluent English proficiency.Good communication skills.Experience in supporting Customer Service.Good understanding of Customer Service transactional Quality concepts.Is this you?
Then we would love to get to know you better!
Please send your application as soon as possible, as we interview candidates continuously.
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