Customer Support Quality Analyst Swedish

David Kennedy Recruitment is working with a leading multinational technology BPO business that is looking to recruit a Swedishspeaking Quality Analyst for theirCustomer 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 (onsite)

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Conduct quality audits among Customer Support teams
• Work closely with internal stakeholders to aggregate prioritize and report top issues impacting decision accuracy for its market and workflow
• As new policies are developed and prototyped provide details to local teams around the impact of the policy change on the teams current work
• Deliver onspot training as well as refresher trainings on existing policies
• Audit decision accuracy to ensure consistency and alignment with policies
• Manage investigations on escalations of inaccurate decisions
• Coach agents on the audit findings and market knowledge alignment
• Adapt quickly to changes in workflow
• Analyze and identify calls that are not in compliance with requirements
• Recognize trends and patterns and raise it to the product team
• Assure accuracy of audits and alignments across QAs
• Use marketspecific knowledge and insights to spot and scope solutions to improve the support of user community

REQUIREMENTS:

• Excellent communication (verbal and written) in C1 Swedish and B2English including the ability to clearly communicate in a dynamic environment across all levels
• 1 year of experience within aBPO/call centre in same/similar role
• Financial industry experience will be great to have
• Ability to work shiftsbetween09 AM and 09 PM throughout whole week
• Willing to relocate to Riga or already based there
• Ability to work independently
• Ability to read data and data reports
• Comfortable communicating with all levels of management
• Be organized and able to manage time and tasks efficiently
• Strong attention to detail and a desire to deliver accurately and efficiently
• Resultoriented selfmotivated independent and inquisitive
• Able to thrive in a fastpaced and teamoriented environment
• Understanding of business processes and improvement methods

OFFER:

• Paid startup training and professional development sessions
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Teambuilding activities