Do you speak Dutch and have experience from Quality Analyst/Workforce Management within the call-center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.
Roles and Responsibilities:
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
Qualifications & Requirements:
Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
Good communication skills
Experience in supporting Customer Service
Good understanding on Customer Service transactional Quality concepts
Benefits:
Attractive salary package
Permanent contract
Relocation support
Private insurance including spouse & kids and dental care
Career growth opportunities in a multinational company
Multilingual Jobs Worldwide
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