Quality Assurance Specialist

Job Title: Quality Assurance Specialist

Job Summary: We are seeking a highly skilled 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, providing root cause analysis and coaching customer service agents for improvement.
• Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders.
• Provide comprehensive input for quality reporting and identify areas for improvement in adherence to quality standards.
• Take part in production activities, including taking calls and participating in support group activities, such as escalations and real-time support.
• Participate in training programs to develop a better understanding of client and business expectations.

Requirements:

• Near-native German language skills (C1 level) and manageable English skills (B1+ or better) in writing and speaking.
• Excellent attention to detail and ability to maintain accuracy.
• Great data analytic and problem-solving skills, with a 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, 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 AM - 11 PM, from Monday to Sunday. 40 hours a week.

Compensation:

• 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.

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