Do you speak Swedish, and have experience from Quality Analyst/Workforce Management within the call-center industry? We are looking for Quality Analysts for our client in Riga - for a FinTech project!
Roles and Responsibilities:
- 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
Qualifications & Requirements:
- Near native (interpreted as CEFR level C1) or native Swedish 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
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.
