Senior German Language Quality Assurance Specialist in Riga Latvia

Há 7 dias


Lisboa, Lisboa, Portugal Multilingual Jobs Worldwide Tempo inteiro

We are seeking a meticulous and detail-oriented German Language Quality Assurance Specialist to join our team in Riga, Latvia. This role is ideal for an individual who takes pride in ensuring the highest quality of customer service within the FinTech industry.

Our client represents the connected world, delivering innovative and customer-centric information technology experiences that enable Enterprises, Associates, and Society to thrive. As a billion-dollar company with professionals across 90 countries, they help 988 global customers, including Fortune 500 companies, through their convergent digital design experiences, innovation platforms, and reusable assets. Our client has been recognized as one of India's 50 best companies to work for in 2020 by the Great Place to Work Institute.

About the Role:

The German Language Quality Assurance Specialist will be responsible for monitoring and ensuring the quality of calls, emails, and tickets. This involves auditing voice and non-voice based transactions using predefined quality parameters and publishing comprehensive reports on the overall quality of the project.

We use random and stratified sampling methods to audit calls and emails, and the successful candidate will also be expected to participate in coaching and feedback sessions, joint call monitoring sessions with respective assigned teams and other stakeholders, and provide process updates as required. Additionally, they will conduct team huddles to discuss quality scores and areas of opportunities, provide feedback and quality tips to improve customer experience, recognize agents with excellent performance levels, and handle bottom quartile management.

Key Responsibilities:

  • Monitor and ensure the quality of calls, emails, and tickets
  • Audit voice and non-voice based transactions using predefined quality parameters
  • Publish comprehensive reports on the overall quality of the project
  • Participate in coaching and feedback sessions
  • Conduct joint call monitoring sessions with respective assigned teams and other stakeholders
  • Provide process updates as required
  • Conduct team huddles to discuss quality scores and areas of opportunities
  • Provide feedback and quality tips to improve customer experience
  • Recognize agents with excellent performance levels
  • Handle bottom quartile management

Requirements:

To succeed in this role, you will need to have native German language skills, fluent English, good communication skills, experience in supporting customer service, and a good understanding of customer service transactional quality concepts.

Compensation:

The estimated salary for this role is approximately €30,000 - €45,000 per year, depending on experience and qualifications. We offer a competitive benefits package, including health insurance, retirement plans, and paid time off.

About Us:

Multilingual Jobs Worldwide is a leading recruitment agency specializing in multilingual job placements worldwide. With a team of experienced recruiters and a vast network of clients, we help individuals find rewarding careers in their desired languages and locations.

What We Offer:

We offer a supportive and dynamic work environment, opportunities for professional growth and development, and a comprehensive benefits package. If you are a motivated and detail-oriented individual looking for a challenging and rewarding career, we encourage you to apply for this exciting opportunity.



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