Swedish-Speaking Quality Analyst to Riga

Nordic Jobs Worldwide AS

Подробности
Основная информация
Компания

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.

Вы можете узнать среднюю зарплату на эту должность на palgad.ee.

Место работы

Латвия

Тип работы

Полный рабочий день

Навыки:

Customer Service

Языки

Английский
Шведский

Контактное лицо
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!

Вебсайт компании: https://www.nordicjobsworldwide.com/