Customer Support Quality Analyst Riga (Swedish). Letonia

DUTIES AND RESPONSIBILITIES:

    Conduct quality audits among Customer Support teams

    Work closely with internal stakeholders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow

    As new policies are developed and prototyped, provide details to local teams around the impact of the policy change on the team’s current work

    Audit decision accuracy to ensure consistency and alignment with policies

    Manage investigations on escalations of inaccurate decisions

    Coach agents on the audit findings and market knowledge alignment

    Adapt quickly to changes in workflow

    Analyze and identify calls that are not in compliance with requirements

    Recognize trends and patterns, and raise it to the product team

REQUIREMENTS:

    Excellent communication (verbal and written) in C1 Swedish and B1 English, including the ability to clearly communicate in a dynamic environment across all levels

    2 years of experience as a Quality Analyst within at a BPO/call centre

    Financial industry experience will be great to have

    Ability to work shifts between 09 AM and 09 PM throughout whole week

    Willing to relocate to Riga or already based there

    Ability to work independently

    Ability to read data and data reports

    Comfortable communicating with all levels of management

    Be organized and able to manage time and tasks efficiently

    Willingness to participate in a background check

    Strong attention to detail and a desire to deliver accurately and efficiently

    Result-oriented, self-motivated, independent and inquisitive

    Able to thrive in a fast-paced and team-oriented environment

    Understanding of business processes and improvement methods

OFFER:

    Paid startup training and professional development sessions

    Relocation support

    A dynamic and diverse job in a pleasant and modern environment

    Opportunities for personal and professional development

    Team-building activities