German Customer Support Quality Analyst
Riga,
Latvia
If you like to work within the FinTech industry and enjoy ensuring quality in every aspect of the customer service desk, you are in the right place.
Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the 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 several technologies to deliver tangible business value and experiences to their stakeholders.
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 Agent 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
Must Have
- Native German speaker and fluent English level
- Good communication skills
- Experience in supporting Customer Service
- Highly creative and autonomous
- Good understanding on Customer Service transactional Quality concepts
- EU Passport or work permit for Latvia
Nice to have
- Experience as a CS Quality Analyst
- Advanced IT knowledge
What's great in the job?
- WFO hybrid model possible
- Open for part-timers (min. 20 hrs. per week)
- No night shifts
- Expand your knowledge of various business industries
- Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
CS Quality Analyst
German
What We Offer
Discover hyper-personalized, technology-driven, and human-centered experiences that create meaningful moments.
Perks
Paid flight and 60 days free accommodation.
Trainings
Paid startup training and professional development sessions.
Benefits
Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more.
Career
Development Opportunities: Advance your skills with 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
