David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Quality Analyst Team Leader for their QA teams in Latvia. The employee will be responsible for support and development of the team and creation of a great Customer Experience through Continuous Improvement. Position: Quality Analyst Team Leader Location: Riga, Latvia (on-site) Employment type: Full-time DUTIES AND RESPONSIBILITIES: Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets Understand and keep track of key team KPIs. Manage dips in performance with adequate reinforcement plans proactively Monitor, coordinate and supervise the daily activities of the staff in the operations team Manage staffing, Attrition and Hiring within the team Manage team availability, attendance, and team's administrative tasks People management and associated responsibilities like performance and development management Manage relationships of the key interfaces of the team and client Assist the team members in providing first-line support when workloads are high, or where additional experience is required Plan long term improvements, looking at least 6 months to 1 year ahead Understand processes run by team and bring in improvements and efficiencies within the team Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness Delegate specific customer service responsibilities to team members to create specialization and improve Customer service Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions Conceive and implement productivity improvements within operations Manage complaints & escalations Mentor team on both process and people functionality Maintain operations related reports in SharePoint Discover training needs and coordinate with QA and Training Team to provide the necessary coaching Any additional ad-hoc tasks that may contribute to a better service to the client or improvement to the KPI REQUIREMENTS: C1 level language skills in Swedish Excellent English Minimum 2-3 years of experience in managing Quality 18 months spent in the current/last role Must have Positive Service delivery and Good Customer handling skills Excellent people management skills and proven experience Excellent communication skills Experience in managing services across geographies (international customers) Ability to drive initiatives in the team with creativity and a long-term vision Understanding of COPC and dealing with process improvements Any quality-related certification (optional) A self-motivated achiever Excellent Problem-solving abilities, strong logical analytics OFFER: Opportunities for growth in an international and multicultural workplace Stable remuneration Permanent Contract Medical/Health Insurance covering immediate family members Learning opportunities covering multiple domains and technical/soft skills/project management/managerial/leadership learnings Internal job opportunities cross projects/cross domains/cross countries Fun at-work activities Coffee etc. at the office Skicka ansökan