German-speaking Quality Analyst to Riga LatviaWe are looking for an analytical German-speaking Quality Analyst for our client in Riga, Latvia.
This role is ideal for 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.
They are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies.
Their convergent, digital design experiences and innovation platforms deliver tangible business value and experiences to their stakeholders.Roles and Responsibilities:Ensure Call, Email & Ticket quality by monitoring samples of voice & non-voice transactions using a Quality Evaluation form.Use random & stratified sampling methods to audit calls and emails.Conduct coaching & feedback sessions.Participate in joint call monitoring sessions with assigned teams & stakeholders.Provide process updates as required.Conduct team huddles to discuss quality scores and areas of opportunity.Offer feedback and quality tips to improve customer experience.Recognize agents with excellent performance levels.Perform root cause analysis for complaints and 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 and fluent in English.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.#J-18808-Ljbffr