Junior Quality Analyst (Dutch speaker)
Riga
External Teams – Customer Support Team /
Full time /
On-site
We are looking for a Junior Quality Analyst for our client's Dutch-speaking Customer Support team.
Our client represents the connected world, offering innovative and customer-centric information technology experiences. They rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. It is a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.
They are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
The company is certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and has been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.
Work Experience/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 by sharing actionable insights for improvement, and tracking feedback efficacy
- Effectively support CSA quality performance improvement in alignment with Operation Team lead 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
Preferred Competencies:
- 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)
- Good communication skills
Educational/Professional Qualification:
- Near native (interpreted as CEFR level C1) or native Dutch language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- Proven experience in Quality Management within a BPO environment (min. 2 years)
- Quality monitoring and audit experience (min. 1 years)
- 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
