We are looking for an analytical German-speaking Quality Analyst for our client in Riga, Latvia. We seek someone who enjoys ensuring quality in every aspect of the customer service desk within the FinTech industry.
Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise. They are a billion-dollar 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 various technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized as one of 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 forms included with predefined quality parameters. QA also publishes a comprehensive report on the overall quality of the project.
Random & stratified sampling methods 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 in English.
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.
#J-18808-Ljbffr