Quality Analyst Danish
Quality Analyst Danish
Posted on :
05-01-2025
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1 Vacancy
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Job Description
David Kennedy Recruitment is working with a leading multinational technology BPO business that is looking for a Quality Analyst (Danish speaking)in Riga who will perform Audits and drive quality improvement
Position: Quality Analyst
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 (Danish 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)
OFFER:
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Shifts within the line operating hours 07:30 AM 12:30 AM from Monday to Sunday. 40 hours a week
Employment Type
Full Time
Key Skills
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