Customer Support Quality Analyst

David Kennedy Recruitment is working with a leading multinational technology BPO business that is looking to recruit a Quality Analyst for their Customer Service teams in Riga. The successful employee will be responsible for the quality control as well as for coming up with strategies, ideas which can help Agents find a reference point in the business process and maintain the quality assurance standards. Position: Quality Analyst Location: Riga, Latvia (on-site) Employment type: Full-time DUTIES AND 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 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 REQUIREMENTS: Excellent command of Swedish 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 OFFER: Paid startup training and professional development sessions 8 hours shifts within the line operating hours from Monday to Friday 9 - 23, and 11 - 18 on Saturday and Sunday Relocation support A dynamic and diverse job in a pleasant and modern environment Opportunities for personal and professional development Team-building activities