Position: Quality Analyst Team Leader
Location: Riga Latvia (onsite)
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets
- Understand and keep track of key team KPIs. Manage dips in performance with
adequate reinforcement plans proactively - Monitor coordinate and supervise the daily activities of the staff in the
operations team - Manage staffing Attrition and Hiring within the team
- Manage team availability attendance and teams administrative tasks
- People management and associated responsibilities like performance and
development management - Manage relationships of the key interfaces of the team and client
- Assist the team members in providing firstline support when workloads are high or where additional experience is required
- Plan long term improvements looking at least 6 months to 1 year ahead
- Understand processes run by team and bring in improvements and
efficiencies within the team - Create a mode of operations to be adhered to by team members in order to
maintain good routine and orderliness - Delegate specific customer service responsibilities to team members to create
specialization and improve Customer service - Review all client complaints rectify issues and liaise with appropriate departments
to handle complex issues in a bid to provide more effective solutions - Conceive and implement productivity improvements within operations
- Manage complaints & escalations
- Mentor team on both process and people functionality
- Maintain operations related reports in SharePoint
- Discover training needs and coordinate with QA and Training Team to provide the
necessary coaching - Any additional adhoc tasks that may contribute to a better service to the client or
improvement to the KPI
REQUIREMENTS:
- C1 level language skills in Swedish
- Excellent English
- Minimum 23 years of experience in managing Quality
- 18 months spent in the current/last role
- Must have Positive Service delivery and Good Customer handling skills
- Excellent people management skills and proven experience
- Excellent communication skills
- Experience in managing services across geographies (international customers)
- Ability to drive initiatives in the team with creativity and a longterm vision
- Understanding of COPC and dealing with process improvements
- Any qualityrelated certification (optional)
- A selfmotivated achiever
- Excellent Problemsolving abilities strong logical analytics
OFFER:
- Opportunities for growth in an international and multicultural workplace
- Stable remuneration
- Permanent Contract
- Medical/Health Insurance covering immediate family members
- 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. at the office