Customer Support Quality Analyst (German)
David Kennedy Recruitment
- Rīga
- Pastāvīgs
- Pilna laika
- Monitor and audit quality of customer interactions of assigned 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 Leader 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 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 a part of support group activities, e.g. escalations, real-time support
- Participate in training programs for better understanding of client and business expectations and to continuously develop and grow
- Excellent command of German language (C1) and English (B2)
- Proven experience in Quality Management within a BPO environment (min. 2 years)
- Quality monitoring and audit experience (min. 1 year)
- 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
- Willing to relocate to Riga or already being based there
- Willingness to participate in a background check
- Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications
- Optimistic, friendly, positive, and self-motivated personality
- Ability to work in team
- Service oriented profile and with a focus on problem solving
- Paid startup training and professional development sessions
- 8 hours shifts within the line operating hours from Monday to Friday 9 - 19, and 9 - 18 on Saturdays and Sundays
- Relocation support
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Team-building activities