Quality Assurance Specialist

3 weeks ago

Athens, Attica, Greece Grow-Talent Full time

Grow-Talent.com is partnering with a leading multinational technology BPO business to fill the role of Quality Assurance Specialist in Riga. The successful candidate will be responsible for conducting audits and driving quality improvement initiatives.

Position Overview
  • Monitor and audit the quality of customer interactions, providing root cause analysis and actionable insights for improvement
  • Provide individual and team feedback and coaching to CSAs, tracking feedback efficacy
  • Support CSA quality performance improvement in alignment with Operation Teamlead priorities, based on quartile management
Key Responsibilities

The ideal candidate will participate in internal and external calibration sessions, joint call monitoring sessions with customers and stakeholders, and provide comprehensive input for Quality reporting.

  • Identify improvement areas for adherence and improvement of quality standards, calling out insights and observations to continuously improve customer experience
  • Take part in production activities by taking calls and being part of support group activities, such as escalations and real-time support
  • Participate in training programs to better understand client and business expectations and to continuously develop and grow
Requirements

The successful candidate will possess near native Swedish language skills (C1 level) and manageable English skills (B1+ or better) in writing and speaking. They will also have excellent attention to detail, great data analytic and problem-solving skills, and good communication and interpersonal skills.

  • Possesses an advanced understanding of using computers and effectively multitasking across systems and applications
  • Optimistic, friendly, positive, and self-motivated personality
  • Ability to work in a team environment
  • Service-oriented profile with a focus on problem solving
  • Ability to work shift hours/part time (to the extent legally possible)
  • No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations
Offer

The company offers a dynamic and diverse job in a pleasant and modern environment, opportunities for personal and professional development, and shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. The estimated salary for this position is approximately $45,000 per year, based on the location and industry standards.

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