Quality Analyst - Riga - TOPTALENT

Apraksts

Quality Analyst (Swedish) Job Description

We are seeking a highly skilled Quality Analyst (Swedish) to join our team in Riga, Latvia.

Key Responsibilities:

• Monitor and audit the quality of customer interactions with CSAs, providing root cause analysis and actionable insights for improvement.
• Provide individual and team feedback and coaching to CSAs, tracking feedback efficacy and supporting CSA quality performance improvement.
• Participate in internal and external calibration sessions, joint call monitoring sessions with customers and stakeholders, and provide comprehensive input for Quality reporting.
• Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience.
• Take part in production activities by taking calls and being part of support group activities, such as escalations and real-time support.
• Participate in training programs to better understand client and business expectations and to continuously develop and grow.

Requirements:

• Near native Swedish language skills (C1) 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.
• Great data analytic and problem-solving skills, 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 and with a focus on problem solving.
• Ability to work shift hours/part time (to the extent legally possible).
• No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations.

Offer:

• A dynamic and diverse job in a pleasant and modern environment.
• Opportunities for personal and professional development.
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday, 40 hours a week.

Compensation:

• €2,000 - €2,000 per month.
• Joining bonus of €1,000 gross as a one-time payment in lieu of a relocation bonus, paid out with the first payroll, 4 weeks accommodation on arrival.