Alliance for Recruitment (EN)
Alliance for Recruitment is the biggest recruitment agency in the Baltics, servicing clients in CEE & Nordics and creating a brighter future for people around! We are the largest headhunting house measured by capacity, a number of successful placements, and annual growth, raising a high-performing team of recruitment experts from various industries.
Our client is a multinational information technology services and consulting company across 90 countries.
Job description:
- 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
Requirements:
- English skills (B2 or higher level) in writing and speaking to understand documentation and log accurately in the client systems
- Additionally, you need to have one of the foreign language skills – German, Dutch, Polish, Swedish, Finnish, Norwegian, or Danish (B2/C1 or higher level)
- Proven experience in Quality Management within a BPO environment (min. 2 years)
- Quality monitoring and audit experience (min. 1 year)
- 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
- 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
Company offers:
- Working in flexible shifts
- Private medical insurance for self and family (spouse and kids)
- Career opportunities across the globe
- Learning - Access to multiple free trainings and courses via our internal learning platform
- Fun at work - multiple fun at work activities regularly
- Modern office at Jaunā Teika (Gustava Zemgala gatve 74, Riga)
Monthly Salary:
Salary range: 1700 – 1900 EUR Gross
