Quality Analyst (Dutch)

Job Description

Job Type: Permanent

Location: Riga, Latvia

Educational / Professional Qualification

· Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems

· Proven experience in Quality Management within a BPO environment (min. 2 years)

· Quality monitoring and audit experience (min. 1 years)

· Excellent attention to detail and ability to maintain accuracy

· Great data analytic and problem-solving skills, continuous improvement mindset and toolset

· Good communication and interpersonal skills

Duties/Responsibilities

· Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis

· Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy

· Effectively support CSA quality performance improvement in alignment with Operation Team lead priorities, based on quartile management

· Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders

· Provide comprehensive input for Quality reporting

Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
· Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
· Participate in training programs for better understanding of client and business expectations and to continuously develop and grow

Preferred Competencies
· Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
· Optimistic, friendly, positive, and self-motivated personality,
· Ability to work in team,
· Service oriented profile and with a focus on problem solving,
· Ability to work shift hours/ part time (to the extent legally possible)

. Good communication skills

No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments. This includes: no instances of payment defaults, arrears, or unfavorable credit data.