Quality yst

Position: Quality Analyst (Dutch)

Location: Riga Latvia (onsite)

Employment type: Fulltime

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 Teamlead priorities based on quartile management
• Participate in internal and external calibration sessions and joint call monitoring sessions with customer 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 part of support group activities e.g. escalations realtime support
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow.

REQUIREMENTS:

• Near native (Dutch C1) or native relevant market language and manageable English skills (B1 or better) in writing and speaking to understand documentation and log accurately in the client systems
• Excellent attention to detail and ability to maintain accuracy
• Great data analytic and problemsolving skills continuous improvement mindset and toolset
• Good communication and interpersonal skills.
• Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications
• Optimistic friendly positive and selfmotivated personality
• Ability to work in team
• Serviceoriented profile and with a focus on problem solving
• Ability to work shift hours/ part time (to the extent legally possible)
• No remarks in a background check performed by Supplier e.g. no criminal record nor any default payments to Klarna and no existing payment annotations. This includes no instances of payment defaults arrears or unfavorable credit data.

OFFER:

• A dynamic and diverse job in a pleasant and modern environment
  
• Opportunities for personal and professional development
• Shifts within the line operating hours from Monday to Friday 10 AM 06 PM. 40 hours a week

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