Job Description
A Bachelor’s or Higher Degree is the minimum entry required for the position

  • Skill Set: GREAT LANGUAGE LEVEL OF GERMAN OR SWEDISH OR FINNISH OR NORWEGIAN OR DANISH OR POLISH OR DUTCH GOOD UNDERSTANDING ON CUSTOMER SERVICE TRANSACTIONAL QUALITY CONCEPTS
  • Total Experience: 1.00 to 4.00 Years
  • No of Openings: 20
  • Job Post Date: 22/01/2024
  • Job Expiry Date: 22/02/2024
  • Domain: BPO
  • Location: RIGA [Latvia]
  • Job Reference No: 82216

Job Summary

Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality.¿ The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation form included with predefined quality parameters. ¿ QA also publishes a comprehensive report on the overall quality of the project. ¿ Random & stratified Sampling method will be used to audit the calls and emails¿ Coaching & Feedback sessions¿ Joint call monitoring sessions with respective assigned teams & other stakeholders¿ Provide process updates as per requirement¿ Conduct Team Huddles to discuss the Quality scores and areas of opportunities¿ Provide Feedback/Quality tips to improve customer experience¿ Recognize Agent with excellent performance levels¿ Bottom Quartile management¿ Root cause analysis as per requirement (Complaints, Negative Survey response etc.)¿ Participate in internal/external calibration sessions¿ Drive process improvement initiatives¿ Handle production activities ¿ to answer Call / Chat / ticket volume spikes

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