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Requirements
Do you speak Swedish and have experience from Quality Analyst/Workforce Management within the call-center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra has been recognized amongst Indias 50 best companies to work for in 2020 by the Great Place to Work® Institute.
Qualifications & Requirements:
- Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- Good communication skills
- Experience in supporting Customer Service
- Good understanding on Customer Service transactional Quality concepts
Job description
- 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
Nordic Jobs Worldwide
Nordic Jobs Worldwide is a professional Nordic recruitment company focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world.
Nordic Jobs Worldwide is the largest language recruitment agency in the Nordic region, with offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We match the most exciting jobs with Nordic talent worldwide. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
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Asukoht
- Läti
Riga
Tööaeg
- Täistööaeg
Oskused
Keeled
- Inglise
- Rootsi
Kontaktisik
Maja Andersson
Maja Andersson
We are Nordic recruitment experts, connecting candidates from Sweden, Finland, Norway, and Denmark with businesses worldwide.
Our goal is simple: Match talented candidates with exciting jobs that let them use their native languages worldwide.
What sets us apart? Our friendly team of native-speaking recruiters, really get to know our candidates. With over 30 years of combined recruitment experience, we're a trusted partner for businesses globally.
Visit our Website: www.nordicjobsworldwide.com Get in Touch: info@nordicjobsworldwide.com
Tomorrow brings new opportunities!
Sarnased töökuulutused:
E-Commerce Specialist (in Latvia or Estonia)
Marketing Specialist
Engineering Manager