Do you speak Danish and have experience in Quality Analysis/Workforce Management? We are looking for new Quality Analysts and Team Leads for our client in Riga - a FinTech company!
Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™. They are a USD billion company with professionals across 90 countries, helping 988 global customers, including Fortune 500 companies. Their convergent, digital, design experiences, innovation platforms, and reusable assets connect across various technologies to deliver tangible business value and experiences to our stakeholders.
Role and Responsibilities:
Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality.
Monitor required samples of voice & non-voice based transactions on Quality Evaluation forms with predefined quality parameters.
Publish a comprehensive report on the overall quality of the project.
Use random & stratified sampling methods to audit calls and emails.
Conduct coaching & feedback sessions.
Engage in joint call monitoring sessions with respective assigned teams & other stakeholders.
Provide process updates as needed.
Conduct team huddles to discuss quality scores and areas of opportunities.
Provide feedback/quality tips to improve customer experience.
Recognize agents with excellent performance levels.
Manage bottom quartile performance.
Perform root cause analysis as needed (complaints, negative survey responses, etc.).
Participate in internal/external calibration sessions.
Drive process improvement initiatives.
Handle production activities – answering call/chat/ticket volume spikes.
Qualifications & Requirements:
Native or near-native Danish (interpreted as CEFR level C1) 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 of customer service transactional quality concepts.
Why Choose Riga?
Riga, the vibrant capital of Latvia, offers a unique blend of rich history, stunning architecture, and a thriving cultural scene. From its picturesque Old Town to its bustling markets and lively cafes, Riga has something for everyone. With affordable living costs, a welcoming community, and beautiful surroundings, Riga provides the perfect backdrop for both work and leisure. Plus, our clients company provides full support with relocation, making the transition to this dynamic city seamless and enjoyable.
Don't miss out on this incredible opportunity to embark on a fulfilling career journey in Riga! Apply now and be part of our client's exciting team.
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.
