Quality Analyst (m,f) German or Swedish or Finnish or Dutch or Norwegian (Leiter/in - Qualitätssicherung)

Stellenangebotsbeschreibung:

Start: asap

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

- Deliver “on-spot” training as well as “refresher” trainings on existing policies

- 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

- Assure accuracy of audits and alignments across QAs

- Use market-specific knowledge and insights to spot and scope solutions to improve the support of user community

REQUIREMENTS:

- Excellent communication (verbal and written) in C1 German or Swedish C1 or Finnish C1  or Norwegian C1 or Dutch C1  or Swedish C1and B2 English, including the ability to clearly communicate in a dynamic environment across all levels

- 1 year of experience within a BPO/call centre in same/similar role

- 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

- 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