Latvian Speaking Quality Analyst in Athens, Greece APPLY NOW

About the role:

Our client is on the lookout for a skilled Latvian-speaking Quality Analyst. As a Quality Analyst, you'll be responsible for monitoring processes, spotting areas for improvement, and maintaining quality standards.

Responsibilities:

• Monitoring the performance of Customer Service Representatives (CSRs) through call reviews.
• Providing feedback to CSRs to help them improve their service quality.
• Collaborating with supervisors and team leaders to discuss monitoring results.
• Reporting any issues with scripts or procedures.
• Assisting with specific monitoring programs for clients.
• Communicating with supervisors about program changes and CSR performance.
• Creating and executing a monthly call monitoring plan.
• Providing data for monthly quality reports.
• Sharing feedback with the training department to improve future agent training.
• Spending at least half a day each week working as a CSR to stay updated.
• Participating in monthly calibration sessions to ensure consistent call scoring.

Requirements:

• Native or proficient level of Latvian (C2 required).
• Good English skills (at least B2 level).
• Ability to give helpful feedback to CSRs.
• Strong communication skills, both verbal and written.
• Logical and objective approach to assessing calls.
• Good time management and organizational skills.
• Willingness to work from the office in Athens, Greece (hybrid).
• Experience in a Call Center.

Benefits:

• Competitive salary.
• Comprehensive benefits package, including private health insurance meal bonus and performance bonus.
• Opportunities for career growth and advancement within the company.
• Dynamic and inclusive work environment with a supportive team culture.

We can't wait to hear from you and explore how your skills and passion can contribute to our client's success. Apply now and be part of something extraordinary!