Quality Analyst (Dutch)

Location: Riga

Salary: €1800-€1900

Start Date:

Description:

We are looking for a dedicated Quality Analyst with proficiency in Dutch to join our team. The ideal candidate will possess strong quality management experience in a BPO environment and be detail-oriented with excellent communication skills.

Salary Range: €1800-€1900 per month

Educational and Professional Qualifications:

  • Language Proficiency: Near native (CEFR level C1) or native Dutch, with manageable English skills (B1+ or better) for understanding documentation and accurate logging in client systems.
  • Experience: At least 2 years of proven experience in Quality Management within a BPO environment and a minimum of 1 year in quality monitoring and auditing.
  • Skills: Excellent attention to detail, strong data analytics and problem-solving skills, and a continuous improvement mindset.
  • Communication: Good interpersonal and communication skills.

Work Experience and Responsibilities:

  • Quality Monitoring: Monitor and audit the quality of customer interactions of assigned Customer Service Associates (CSAs), providing root cause analysis.
  • Feedback and Coaching: Offer individual and team feedback and coaching to CSAs, sharing actionable insights for improvement and tracking feedback efficacy.
  • Performance Support: Support CSA quality performance improvement in alignment with Operation Team lead priorities, focusing on quartile management.
  • Calibration Sessions: Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders.
  • Quality Reporting: Provide comprehensive input for quality reporting.
  • Improvement Identification: Identify areas for adherence and improvement of quality standards, offering insights and observations to enhance customer experience.
  • Production Activities: Engage in production activities by taking calls and participating in support group activities, such as escalations and real-time support.
  • Training Participation: Take part in training programs to better understand client and business expectations and for continuous personal development.

Preferred Competencies:

  • Technical Proficiency: Advanced understanding of computer use, with the ability to multitask across systems and applications.
  • Personality: Optimistic, friendly, positive, and self-motivated.
  • Teamwork: Ability to work effectively in a team environment.
  • Service Orientation: Focus on problem-solving and customer service.
  • Flexibility: Willingness to work shift hours or part-time, within legal limits.
  • Background Check: Clear background check with no criminal record or payment defaults.

If you meet these qualifications and are passionate about quality assurance, we encourage you to apply.