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Quality Analyst Team Leader with Swedish. Letonia

Trabajo de Directores de ventas y comercialización en Letonia

Clasificación del trabajo: Directores y gerentes › Directores administradores y comerciales › Directores de ventas, comercialización y desarrollo › Directores de ventas y comercialización.

Traducción de la profesión: Vadītāji › Administratīvie vadītāji un komercdirektori › Tirdzniecības, tirgzinības un attīstības jomas vadītāji › Tirdzniecības un tirgzinības jomas vadītāji.

Descripción de la oferta de trabajo:

David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Quality Analyst Team Leader for their QA teams in Latvia. The employee will be responsible for support and development of the team and creation of a great Customer Experience through Continuous Improvement.

Position: Quality Analyst Team Leader

Location: Riga, Latvia (on-site)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets

Understand and keep track of key team KPIs. Manage dips in performance with

adequate reinforcement plans proactively

Monitor, coordinate and supervise the daily activities of the staff in the

operations team

Manage staffing, Attrition and Hiring within the team

Manage team availability, attendance, and team's administrative tasks

People management and associated responsibilities like performance and

development management

Manage relationships of the key interfaces of the team and client

Assist the team members in providing first-line support when workloads are high, or where additional experience is required

Plan long term improvements, looking at least 6 months to 1 year ahead

Understand processes run by team and bring in improvements and

efficiencies within the team

Create a mode of operations to be adhered to by team members in order to

maintain good routine and orderliness

Delegate specific customer service responsibilities to team members to create

specialization and improve Customer service

Review all client complaints, rectify issues and liaise with appropriate departments

to handle complex issues in a bid to provide more effective solutions

Conceive and implement productivity improvements within operations

Manage complaints & escalations

Mentor team on both process and people functionality

Maintain operations related reports in SharePoint

Discover training needs and coordinate with QA and Training Team to provide the

necessary coaching

Any additional ad-hoc tasks that may contribute to a better service to the client or

improvement to the KPI

REQUIREMENTS:

C1 level language skills in Swedish

Excellent English

Minimum 2-3 years of experience in managing Quality

18 months spent in the current/last role

Must have Positive Service delivery and Good Customer handling skills

Excellent people management skills and proven experience

Excellent communication skills

Experience in managing services across geographies (international customers)

Ability to drive initiatives in the team with creativity and a long-term vision

Understanding of COPC and dealing with process improvements

Any quality-related certification (optional)

A self-motivated achiever

Excellent Problem-solving abilities, strong logical analytics

OFFER:

Opportunities for growth in an international and multicultural workplace

Stable remuneration

Permanent Contract

Medical/Health Insurance covering immediate family members

Learning opportunities covering multiple domains and technical/soft skills/project management/managerial/leadership learnings

Internal job opportunities cross projects/cross domains/cross countries

Fun at-work activities

Coffee etc. at the office

País del trabajo: Letonia.

Número de puestos: 1.

Empleador: DKR.

Instrucciones para solicitar:

Please, send your english written letter and CV to: daviddavidkennedyrecruitment.comLink to the vacancy on the Swedish job board

Oferta de trabajo obtenida del portal Eures, con fecha 27 de Marzo de 2024, y con identificador de la vacante:28656551.

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