German-speaking Quality Analyst to Riga Latvia

Job description:

Description

We are looking for a analytical German speaking Quality Analyst for our client in Riga, Latvia. We are looking for you who likes to work within the FinTech industry and someone who enjoys ensuring quality in every aspect of the customer service desk. Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the 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 a number of technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized amongst India's 50 best companies to work for in 2020 by the Great Place to Work Institute.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 emailsCoaching & Feedback sessionsJoint call monitoring sessions with respective assigned teams & other stakeholdersProvide process updates as per requirementConduct Team Huddles to discuss the Quality scores and areas of opportunitiesProvide Feedback/Quality tips to improve customer experienceRecognize Agent with excellent performance levelsBottom Quartile managementRoot cause analysis as per requirement (Complaints, Negative Survey response etc.., )Participate in internal/external calibration sessionsDrive process improvement initiatives Handle production activities - to answer Call / Chat / ticket volume spikesQualifications & Requirements:Native German speaker and fluent English levelGood communication skillsExperience in supporting Customer ServiceGood understanding on Customer Service transactional Quality conceptsIs this you? Then we would love to get to know you better! Please send your application as soon as possible, as we interview candidates continuously. Multilingual Jobs WorldwideMultilingual Jobs Worldwide is a leading multilingual recruitment specialist agency matching European-speaking talent with the most exciting jobs all over the world. Over the past 2 years, we have recruited and helped over 1200 multilingual speakers to land their dream job with our partners in over 28 different countries.