Quality Analyst Team Leader
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Quality Analyst Team Leader for their QA teams in Latvia. The employee will be responsible for support and development of the team and creation of a great Customer Experience through Continuous Improvement.
Position: Quality Analyst Team Leader
Location: Riga, Latvia (on-site)
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets
- Understand and keep track of key team KPIs. Manage dips in performance with
adequate reinforcement plans proactively - Monitor, coordinate and supervise the daily activities of the staff in the
operations team - Manage staffing, Attrition and Hiring within the team
- Manage team availability, attendance, and team’s administrative tasks
- People management and associated responsibilities like performance and
development management - Manage relationships of the key interfaces of the team and client
- Assist the team members in providing first-line support when workloads are high, or where additional experience is required
- Plan long term improvements, looking at least 6 months to 1 year ahead
- Understand processes run by team and bring in improvements and
efficiencies within the team - Create a mode of operations to be adhered to by team members in order to
maintain good routine and orderliness - Delegate specific customer service responsibilities to team members to create
specialization and improve Customer service - Review all client complaints, rectify issues and liaise with appropriate departments
to handle complex issues in a bid to provide more effective solutions - Conceive and implement productivity improvements within operations
- Manage complaints & escalations
- Mentor team on both process and people functionality
- Maintain operations related reports in SharePoint
- Discover training needs and coordinate with QA and Training Team to provide the
necessary coaching - Any additional ad-hoc tasks that may contribute to a better service to the client or
improvement to the KPI
REQUIREMENTS:
- Fluent in English, both verbal and written (minimum C1 level) + fluency in any of the following languages: German, Dutch, Norwegian, Finnish, Swedish, Danish or Polish
- Previous experience in managing Quality in call centre environment
- Must have Positive Service delivery and Good Customer handling skills
- Excellent people management skills and proven experience
- Excellent communication skills
- Experience in managing services across geographies (international customers)
- Ability to drive initiatives in the team with creativity and a long-term vision
- Understanding of COPC and dealing with process improvements
- Any quality-related certification (optional)
- A self-motivated achiever
- Excellent Problem-solving abilities, strong logical analytics.
OFFER:
- Opportunities for growth in an international and multicultural workplace
- Medical/Health Insurance covering immediate family members
- Hybrid work (performance dependant)l might be considered after initial 3 months of employment
- Learning opportunities covering multiple domains and technical/soft skills/project management/managerial/leadership learnings
- Internal job opportunities cross projects/cross domains/cross countries
- Fun at-work activities
- Coffee etc. at the office
EMPLOYEE BENEFITS
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more.
- Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.
- Department
- Customer Support
- Locations
- Riga
Riga
About David Kennedy Recruitment
David Kennedy Recruitment Ltd provides unparalleled recruitment services for international companies across the Europe. We bring a fresh and innovative approach to recruitment services, acting as liaison between the candidate and the client. Our goal is to exceed the expectations of every client and candidate, and leave each and every party satisfied.
Quality Analyst Team Leader
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
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