Quality Assurance Specialist

About the Role

We are seeking a highly skilled Quality Assurance Specialist to join our team at TOPTALENT in Riga, Latvia. As a key member of our Operation Team, you will be responsible for ensuring the quality of customer interactions and providing feedback and coaching to our Customer Service Associates (CSAs).

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 CSAs by sharing actionable insights for improvement.
• Effectively support CSA quality performance improvement in alignment with Operation Teamlead priorities based on quartile management.
• Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders.
• Provide comprehensive input for Quality reporting.
• Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience.
• Take part in production activities by taking calls and being part of support group activities, e.g., escalations, real-time support.
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow.

Requirements:

• Near-native Swedish language skills (C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems.
• 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 and 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:

• 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.

Compensation Package:

• An attractive salary range of 2,000 EUR per month.
• From outside Latvia: joining bonus of 1,000 EUR gross as a one-time payment in lieu of a relocation bonus, paid out with the first payroll, 4 weeks accommodation on arrival.