Quality Assurance Specialist

Job Summary:

We are seeking a Quality Assurance Specialist to join our team at TOPTALENT. As a Quality Assurance Specialist, you will be responsible for monitoring and auditing the quality of customer interactions, providing root cause analysis, and coaching customer service agents to improve their performance.

Key Responsibilities:

• Monitor and audit quality of customer interactions, provide root cause analysis, and track feedback efficacy
• Provide individual and team feedback and coaching to customer service agents
• Support quality performance improvement in alignment with operation team lead priorities
• Participate in internal and external calibration sessions and joint call monitoring sessions
• Provide comprehensive input for quality reporting
• Identify improvement areas for adherence and improvement of quality standards
• Take part in production activities, including taking calls and participating in support group activities

Requirements:

• Near native Swedish language skills and manageable English skills in writing and speaking
• Excellent attention to detail and ability to maintain accuracy
• Great data analytic and problem-solving skills, continuous improvement mindset, and toolset
• Good communication and interpersonal skills
• Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications
• Optimistic, friendly, positive, and self-motivated personality
• Ability to work in a team and service-oriented profile with a focus on problem-solving
• Ability to work shift hours or part-time (to the extent legally possible)
• No remarks in a background check performed by Supplier

Offer:

• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday, 40 hours a week

Benefits:

• 2,000 EUR - 2,000 EUR
• From outside Latvia - joining bonus of 1,000 € gross as a one-time payment in lieu of a relocation bonus, paid out with the first payroll, 4 weeks accommodation on arrival

How to Apply:

To apply for this position and to explore many other exciting opportunities, visit and apply through our career page: https://www.careers-page.com/toptalent-2