We are looking for an 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 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 India's 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 Agents 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 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.
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