Customer Support Quality Analyst (Norwegian)

We are working with a leading multinational technology BPO business seeking to recruit a Quality Analyst for their Customer Service teams in Riga. The successful candidate will be responsible for quality control and developing strategies to help agents maintain high-quality standards.

Position: Quality Analyst
Location: Riga, Latvia (on-site)
Employment Type: Full-time

Duties and Responsibilities:

• Monitor and audit the quality of customer interactions of assigned Customer Service Agents (CSAs) and provide root cause analysis.
• Provide individual and team feedback and coaching to CSAs, sharing actionable insights for improvement and tracking the efficacy of feedback.
• Support CSA quality performance improvement in alignment with Operation Team Leader priorities, based on quartile management.
• Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders.
• Provide comprehensive input for quality reporting.
• Identify areas for improvement in adherence and quality standards, providing insights and observations to continuously enhance the customer experience.
• Participate in production activities by taking calls and being part of support group activities, such as escalations and real-time support.
• Participate in training programs to better understand client and business expectations and to continuously develop and grow.

Requirements:

• Excellent command of Norwegian language and English.
• Proven experience in Quality Management within a BPO environment (minimum 2 years).
• Quality monitoring and audit experience (minimum 1 year).
• Excellent attention to detail and ability to maintain accuracy.
• Strong data analytic and problem-solving skills, with a continuous improvement mindset and toolset.
• Good communication and interpersonal skills.
• Willingness to relocate to Riga or already residing there.
• Willingness to participate in a background check.
• Advanced understanding of using computers and the ability to multi-task across systems and applications.
• Optimistic, friendly, positive, and self-motivated personality.
• Ability to work effectively in a team.
• Service-oriented with a focus on problem solving.

Offer:

• Paid startup training and professional development sessions.
• 8-hour shifts within the operating hours of Monday to Friday, 9 AM to 7 PM.
• Relocation support.
• A dynamic and diverse job in a pleasant and modern environment.
• Opportunities for personal and professional development.
• Team-building activities.

If you are an experienced quality analyst with strong language skills and a passion for customer service, we encourage you to apply for this exciting opportunity. Join a supportive and dynamic team and help ensure exceptional service quality for our client's customers.