Junior Quality Analyst
TSMG Holding
π΅ $30k-$50k
πLatvia
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Job highlights
Summary
The job is for a Junior Quality Analyst in the Dutch-speaking Customer Support team of a global IT company. The role includes monitoring and auditing customer interactions, providing feedback and coaching to CSAs, participating in training programs, and identifying improvement areas for quality standards.
Requirements
- Near native (CEFR level C1) or native Dutch language and manageable English skills (B1+ or better)
- Proven experience in Quality Management within a BPO environment (min. 2 years)
- Quality monitoring and audit experience (min. 1 years)
Responsibilities
- Monitor and audit the quality of customer interactions of assigned CSAs
- Provide root cause analysis
- Provide individual and team feedback and coaching to CSAs
- Effectively support CSA quality performance improvement
- 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
- Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
Preferred Qualifications
- 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)
- Good communication skills
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