Quality Assurance Specialist

As a Quality Assurance Specialist at TOPTALENT, you will play a crucial role in ensuring the highest quality of customer interactions. Your primary responsibility will be to monitor and audit the quality of customer service agents, providing root cause analysis and actionable insights for improvement.

Key Responsibilities:

• Monitor and audit quality of customer interactions
• Provide root cause analysis and feedback to CSAs
• Support CSA quality performance improvement
• Participate in internal and external calibration sessions
• Provide comprehensive input for Quality reporting
• Identify improvement areas for adherence and quality standards
• Take part in production activities, including taking calls and participating in support group activities

Requirements:

• Near native German language skills (C1) and manageable English skills (B1+ or better)
• 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
• 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

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 AM - 11 PM, from Monday to Sunday. 40 hours a week

Benefits:

• Competitive salary of 2100 Euro
• From outside Latvia - joining bonus of 1,000 € gross as a one-time payment in lieu of a relocation bonus, paid out with their first payroll, 4 weeks accommodation on arrival

To explore this opportunity and many others, visit and apply through our career page: https://www.careers-page.com/toptalent-2