Quality Manager (Swedish/Dutch/German)

We are working with a leading multinational technology BPO business that is looking for a Quality Manager in Riga.

• Position: Quality Manager
• Location: Riga, Latvia (on-site)
• Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets.
• Understand and keep track of key team KPIs. Manage dips in performance with adequate reinforcement plans proactively.
• Monitors, coordinates, and supervises the daily activities of the staff in the operations team.
• Manage staffing, Attrition and Hiring within the team.
• Manage team availability, attendance, and teams administrative tasks.
• People management and associated responsibilities like performance and development management
• Manage relationships of the key interfaces of the team and client
• Assisting team members in providing first-line support when workloads are high, or where additional experience is required.
• Able to plan long term improvements, looking at least 6 months to 1 year ahead
• Understanding of processes run by team and ability to bring in improvements and efficiencies within the team
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Delegate specific customer service responsibilities to team members to create specialization and improve Customer service
• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Able to conceive and implement productivity improvements within operations
• Manage complaints & escalations
• Able to mentor team on both process and people functionality
• Maintain operations-related reports in SharePoint
• Discover training needs and coordinate with QA and Training Team to provide the necessary coaching
• Any additional ad-hoc tasks that may contribute to a better service to the client or improvement to the KPI

REQUIREMENTS:

• University Degree
• Minimum 2-3 yrs exp in managing Quality
• Worked for 18 months in the current role
• Must have Positive Service delivery and Good customer-handling skills
• Excellent people management skills should have prior experience.
• Excellent communication skills, should have managed services across geographies (managed international customers)
• Ability to drive initiatives in the team with creativity and a long-term vision
• COPC understanding, and experience of dealing with process improvements
• Any quality-related certification (optional)
• Fluent level language skills (Swedish/Dutch or German) in combination with excellent English language(any Language)
• Should be a self-motivated achiever
• Excellent Problem-solving abilities, strong logical analytics

OFFER:

• A dynamic and diverse job in a pleasant and modern environment
  
• Opportunities for personal and professional development