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We are looking for a analytical German speaking Quality Analyst for our client in Riga, Latvia. We are looking for you who likes to work within the FinTech industry and someone who enjoys ensuring quality in every aspect of the customer service desk.
Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise. They are a USD billion 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 a number of technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized amongst Indias 50 best companies to work for in 2020 by the Great Place to Work Institute.
Roles and Responsibilities:
- 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
Qualifications & Requirements:
- Native German speaker and fluent English level
- Good communication skills
- Experience in supporting Customer Service
- Good understanding on 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.
About Multilingual Jobs Worldwide
We are a leading multilingual recruitment specialist agency, with businesses from all over the world, connecting talent from Germany, France, Netherlands, Belgium, Italy, Spain, and more. Multilingual Jobs Worldwide is a leading language recruitment agency in Europe, matching the most exciting jobs with multilingual talent. We have offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
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Asukoht
- Läti
Riga
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Oskused
Keeled
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Kontaktisik
Baltic Team
Baltic Team
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!
Sarnased töökuulutused:
Quality Engineer
QA engineer
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