Dutch-speaking Quality Analyst to Riga, Latvia

Job description:

Description

Do you speak Dutch and have experience from Quality Analyst/Workforce Management within the call-center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra 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 spikes 

Requirements

Qualifications & Requirements:Near native (interpreted as CEFR level 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 systemsGood communication skillsExperience in supporting Customer Service (2 years)Good understanding on Customer Service transactional Quality concepts

Offer

Benefits: Attractive salary packagePermanent contractRelocation support (1000 euro)Private insurance including spouse & kids and dental careCareer growth opportunities in a multinational company