Customer Service Quality Expert for Norwegian Speakers
3 semanas atrás
At Recruitment Direct, we're looking for a skilled Customer Service Quality Expert to join our team in Riga, Latvia. This is a challenging role that requires strong analytical and communication skills, with a focus on delivering exceptional customer experiences.
Key Responsibilities:
- Quality Auditing: Conduct thorough audits of customer interactions to identify areas for improvement.
- Root Cause Analysis: Analyze data to pinpoint the root causes of quality issues and develop effective solutions.
- Performance Monitoring: Monitor individual and team performance to drive quality improvement initiatives.
Feedback & Coaching:
Provide actionable feedback to customer service associates (CSAs) to help them improve their performance. Offer coaching and guidance to support CSAs in achieving operational goals.
Collaboration:
Participate in internal and external calibration sessions to refine quality standards. Engage with stakeholders and customers to gather insights and inform quality improvements.
Reporting & Improvement:
Develop and provide data-driven reports to support quality metrics and overall customer experience. Collaborate with teams to implement improvements and drive business outcomes.
Support & Training:
Handle calls and support escalations as part of operational duties. Participate in training programs to deepen understanding of client needs and business processes.
Requirements:
- Norwegian language proficiency: C1 level
- English language proficiency: B1+ or higher
- Attention to detail: Strong accuracy in monitoring and logging data
- Problem-solving and analytical skills: Ability to analyze data and suggest continuous improvements
- Communication and interpersonal skills: Effective communication in feedback and team environments
- Technical skills: Advanced computer literacy and ability to multitask across different systems
- Personality traits: Friendly, optimistic, and self-motivated with a service-oriented approach
- Work flexibility: Ability to work shifts or part-time (where legally applicable)
The estimated salary for this role is €2000 per month. If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer experiences, we encourage you to apply.
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