Join a Major Nordic Payment Service Provider as Quality Team Lead in Riga, Latvia

As the Quality Team Lead, you will serve as the primary point of contact for all team members, necessitating excellent communication skills. Your proactive approach ensures smooth team operations and fosters effective collaboration. Managing, supervising, and motivating quality team members daily, you optimize group dynamics and team composition. Leading by example, you engage the team to achieve key performance indicators (KPIs) and service level agreements (SLAs).

Key Responsibilities:

• Manage peak volumes for reachability and backlog by addressing calls and tickets.
• Monitor and track key team KPIs, addressing performance dips with proactive reinforcement plans.
• Supervise daily activities of operations team staff, ensuring coordination and efficiency.
• Oversee staffing, attrition, and hiring within the team.
• Manage team availability, attendance, and administrative tasks.
• Conduct people management, including performance and development management.
• Cultivate relationships with key interfaces of the team and clients.
• Assist team members in providing first-line support during high workloads or when additional experience is needed.
• Plan long-term improvements, forecasting at least 6 months to 1 year ahead.
• Understand team processes and implement improvements and efficiencies.
• Establish operational norms for team members to maintain routine and orderliness.
• Delegate specific customer service responsibilities to enhance specialization and improve service.
• Review client complaints, rectify issues, and collaborate with relevant departments for effective solutions.
• Implement productivity improvements within operations.
• Manage complaints and escalations effectively.
• Mentor team members on process and people functionality.
• Maintain operational reports in SharePoint.
• Identify training needs and coordinate with QA and Training Team to provide necessary coaching.
• Undertake additional ad-hoc tasks contributing to client service enhancement or KPI improvement.

Skills/Qualifications Required:

• C1 language level in one of the following languages in German in combination with excellent English language skills.
• Positive service delivery and proficient customer handling skills.
• Strong people management skills with prior experience.
• Exceptional communication skills, including experience managing international customers.
• Ability to drive initiatives with creativity and a long-term vision.
• Understanding of COPC standards and experience in process improvements.
• Optional: Any quality-related certification.
• Self-motivated achiever with excellent problem-solving abilities and strong logical and analytical skills

Benefits:

• Competitive salary package
• Health insurance
• Flexible working hours
• Professional development opportunities
• Dynamic and inclusive work environment
• Opportunity to work with international clients and team members
• Employee assistance program for personal and professional support
• Performance-based bonuses and incentives
• Company-sponsored events and team-building activities
• Travel opportunities for training and conferences
• Relocation assistance