Reference: TELA
*You need to have an European passport to apply for this position.*
We offer
- Work from nice offices in Riga
- Paid relocation (flight, accommodation, etc.)
- Career development possibilities within the company
- Private medical health care
- Monthly food tickets
The job
As Quality Manager you will be responsible for supporting and developing your team of quality analysts to create great customer experience and ensure continuous improvement. This requires a good understanding and tracking of key team KPIs.
Your daily work will include tasks like these:
- Manage peak volumes for reachability by working on calls and tickets
- Handle drops in performance with reinforcement plans proactively
- Monitor, coordinate, and supervise the daily activities of the staff in the operations team
- Plan long term improvements, looking at least 6 months to 1 year ahead
- Create a mode of operations to be adhered to by team members in order to maintain good routine
- Delegate specific customer service responsibilities to team members to create specialisation 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
- Mentor team on both process and people functionality
- Identify training needs and coordinate with QA and Training Team to provide the necessary coaching
Your qualifications
💭 You speak and write Swedish at a B2 or C1 level and you can communicate in English (B1).
🎓 Experience in related role.
- Experience in managing services across geographies with international customers.
- COPC understanding, experience of dealing with process improvements.
💻 You have a good understanding and level of computer handling skills.
💪🏻 Strong analytical and problem-solving skills.
🥇 You have strong communication skills, and you are flexible, take ownership, and you work well under pressure with deadlines.
If you have any questions about the position, please feel free to send an email to info@jobsqd.com. We are ready to help.
