Multilingual Quality Assurance Specialist for FinTech Industry
Há 2 dias
We are seeking a skilled German-speaking Quality Assurance Analyst to join our client's team in Riga, Latvia.
The ideal candidate will possess excellent analytical skills and the ability to ensure quality across all aspects of customer service. They should have a strong understanding of Customer Service transactional Quality concepts and experience in supporting Customer Service.
This role offers an exciting opportunity to work in the dynamic FinTech industry and contribute to delivering exceptional customer experiences.
About Our ClientOur client is a leading USD billion company with a presence in 90 countries, serving 988 global customers including Fortune 500 companies. They are recognized as one of India's best companies to work for in 2020 by the Great Place to Work Institute.
The company represents the connected world, offering innovative and customer-centric information technology experiences that enable Enterprises, Associates, and Society to Rise.
Key ResponsibilitiesThe successful candidate will be responsible for ensuring Call, Email & Ticket quality through monitoring samples of voice & non-voice based transactions using predefined quality parameters.
They will also publish comprehensive reports on the overall quality of the project and participate in internal/external calibration sessions.
Additionally, they will drive process improvement initiatives, handle production activities during call/chat/ticket volume spikes, and conduct Team Huddles to discuss Quality scores and areas of opportunities.
Requirements and QualificationsThe ideal candidate will be a native German speaker with fluent English language skills, possessing good communication skills and experience in supporting Customer Service.
They should have a good understanding of Customer Service transactional Quality concepts and be able to recognize Agents with excellent performance levels and provide Feedback/Quality tips to improve customer experience.
Estimated Salary RangeThe estimated salary for this position is approximately €45,000 - €60,000 per year, depending on experience.
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