Arbetsbeskrivning

Conduct audits and improve quality according to the Quality Framework outlined in the agreement with the client. We are currently seeking candidates who are fluent in Swedish, German, Norwegian, Finnish and Dutch.

Educational / Professional Qualification

University Degree

Proven experience in Quality Management within a BPO environment (min. 2 years),

Quality monitoring and audit experience (min. 1 years),

Responsibilities

• 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 Teamlead 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 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.

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.
• 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. This includes: no instances of payment defaults, arrears, or unfavourable credit data.

What we offer

• Relocation package and full support in the relocation process
• Working in an international environment
• Career opportunities
• Working in a place where new ideas and process improvement are always appreciated
• Benefits – health insurance, team-building activities, taxi services, free gym, etc.
• Engage in additional sports and social responsibility activities
• Flexible work schedule
• Salary above the average level in Latvia
• Professional training and excellent experience in customer care

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If you believe this role is the right fit for you, we encourage you to apply. We look forward to scheduling an interview with you soon.