Quality Analyst - Riga - TOPTALENT

Apraksts

Job Title: Quality Analyst (German)

Location: Riga, Latvia (on-site)

Employment Type: Full-time

Duties and Responsibilities:

• Monitor and audit the quality of customer interactions with assigned Customer Service Associates (CSAs), provide root cause analysis,
• Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy,
• Effectively support CSA quality performance improvement in alignment with Operation Team lead priorities, based on quartile management,
• Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders,
• Provide comprehensive input for Quality reporting,
• Identify areas for improvement to adhere to and enhance quality standards, highlight insights and observations to continuously improve the customer experience,
• Take part in production activities by handling calls and participating in support group activities, e.g. escalations, real-time support,
• Participate in training programs to better understand client and business expectations and to continuously develop and grow.

Requirements:

• Near-native German language skills (C1 level) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in client systems,
• Excellent attention to detail and ability to maintain accuracy,
• Strong data analytic and problem-solving skills, a continuous improvement mindset and toolset,
• Good communication and interpersonal skills.
• Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications,
• Optimistic, friendly, positive, and self-motivated personality,
• Ability to work in a team,
• Service-oriented profile with a focus on problem-solving,
• Ability to work flexible hours/ part-time (to the extent legally possible),
• No remarks in a background check performed by the supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations. This includes no instances of payment defaults, arrears, or unfavorable credit data.

Offer:

• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Shifts within the operating hours 07 AM - 11 PM, from Monday to Sunday. 40 hours a week

Salary:

• 2100 Euro per month
• From outside Latvia - joining bonus of 1,000 € gross as a one-time payment in lieu of a relocation bonus, paid out with their first payroll, 4 weeks accommodation on arrival