Multilingual Quality Assurance Specialist To Enhance Customer Experience
Há 7 dias
We are seeking an analytical German-speaking Quality Assurance specialist to join our team in Riga, Latvia. As a member of our FinTech industry-focused organization, you will play a crucial role in ensuring exceptional quality across all customer service channels.
Our client is a leading provider of innovative and customer-centric information technology experiences. With a global presence spanning 90 countries and serving 988 customers worldwide, including Fortune 500 companies, they have been recognized as one of India's best companies to work for. Their commitment to delivering tangible business value and experiences has earned them recognition among stakeholders.
The ideal candidate will be responsible for monitoring voice and non-voice based transactions, using predefined quality parameters to evaluate samples. This will involve publishing comprehensive reports on overall project quality and utilizing random and stratified sampling methods to audit calls and emails. Additionally, the successful applicant will participate in coaching and feedback sessions, joint call monitoring sessions, and provide process updates as required.
A key aspect of this role will be to recognize agents with excellent performance levels, manage bottom quartile performers, and conduct root cause analysis as needed. The successful candidate will also participate in internal and external calibration sessions, drive process improvement initiatives, and handle production activities during volume spikes.
In terms of qualifications and requirements, the ideal candidate should possess fluency in both German and English, strong communication skills, experience in supporting customer service, and a good understanding of customer service transactional quality concepts.
This position offers a competitive salary, estimated at €35,000 per annum, taking into account the cost of living in Riga, Latvia. We offer a dynamic and supportive work environment, providing opportunities for growth and development. If you are a motivated individual who is passionate about delivering exceptional customer experiences, we encourage you to apply.
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