Quality Analyst

Do you speak Dutch, German or Norwegian and have experience from Quality Analyst/Workforce Management within the call-center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.

Roles and Responsibilities:

• Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality. The QA monitors required samples of voice & non-voice based transactions on Quality Evaluation form included with predefined quality parameters. QA also publishes a comprehensive report on the overall quality of the project.
• Random & stratified Sampling method will be used to audit the calls and emails
• Coaching & Feedback sessions
• Joint call monitoring sessions with respective assigned teams & other stakeholders
• Provide process updates as per requirement
• Conduct Team Huddles to discuss the Quality scores and areas of opportunities
• Provide Feedback/Quality tips to improve customer experience
• Recognize Agent with excellent performance levels
• Bottom Quartile management
• Root cause analysis as per requirement ( Complaints, Negative Survey response etc.., )
• Participate in internal/external calibration sessions
• Drive process improvement initiatives
• Handle production activities – to answer Call / Chat / ticket volume spikes

Qualifications & Requirements:

• Fluent in Dutch, German or Norwegian and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
• Good communication skills
• Experience in supporting Customer Service
• Good understanding on Customer Service transactional Quality concepts

Benefits:

• Attractive salary package
• Permanent contract
• Relocation support
• Private insurance including spouse & kids and dental care
• Career growth opportunities in a multinational company