David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Germanspeaking Quality Analyst Team Leaderfor their QA teams in Latvia. The employee will beresponsible for support and development ofthe team and creation of agreatCustomer Experience through Continuous Improvement.
Position: Quality Analyst Team Leader
Location: Riga Latvia (onsite)
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- Ensure that processes are adhered to as per customer requirement
and quality framework - Release training need analysis for the associates and coordinate with
training team - Participate in audits and reviews
- Analyse operations quality performance
- Make observations identify and analyse trends and patterns
- Define and drive improvement initiatives
- Work together with stakeholders to create improvement proposals
- Contribute to customer presentations
- Manage regular and ad hoc reports
- Present initiatives and achievements on business reviews
- Follow up escalations for improvement
- Report to Quality Lead and Operations Lead
REQUIREMENTS:
- Strong verbal communication skills in German language (C1)
- C1 English skills
- At least 2 years of similarexperience in a contact center
- Bachelors degree
- Lean Six Sigma PDCA other quality improvement methodology and project exposureare an advantage
- Good data analytic and interpretation skills
- Continuous improvement and agilemindset
- Excellentcommunication skills
- Structured thinking
OFFER:
- Opportunities for growth in an international and multiculturalworkplace
- Work hours between 9 19 from Monday to Friday and 9 18 on Saturday and Sunday
- Stable remuneration
- Permanent Contract
- Medical/Health Insurance covering immediate family members as well
- Learning opportunities covering multiple domains and technical/soft skills/project management/managerial/leadership learnings
- Internal job opportunities cross projects/cross domains/cross countries
- Fun atwork activities
- Coffee etc. in office