Customer Service Quality Specialist
hace 4 días
About Recruitment Direct
We are seeking a highly skilled Customer Service Quality Specialist to join our team. As a key member of our quality assurance team, you will be responsible for ensuring that our customer service standards are met and exceeded.
Job Summary:
This is an exciting opportunity for a motivated and detail-oriented individual to work with our team in Riga, Latvia. You will be responsible for conducting audits on customer interactions, monitoring individual and team performance for quality improvement, and providing feedback to CSAs based on actionable insights.
Responsibilities:
- Conduct quality audits on customer interactions to ensure adherence to quality standards;
- Monitor individual and team performance for quality improvement and provide actionable feedback;
- Collaborate with internal and external stakeholders to refine quality processes;
- Provide data and observations to improve overall customer experience;
- Develop reports for quality metrics and assist in training to better understand client needs and business processes;
Requirements:
To be successful in this role, you will need the following skills and qualifications:
- Norwegian (C1 level) and English (B1+ or higher) language proficiency;
- Strong attention to detail and accuracy in monitoring and logging data;
- Problem-solving and analytical skills to analyze data and suggest continuous improvements;
- Excellent communication and interpersonal skills to effectively communicate in feedback and team environments;
- Advanced computer literacy and ability to multitask across different systems;
- Friendly, optimistic, and self-motivated personality with a service-oriented approach;
- Ability to work shifts or part-time (where legally applicable);
- Clean criminal record and no payment defaults or credit issues with Klarna or similar financial systems;
Estimated Salary: €2000 gross per month.
Why Join Us?
This role suits someone who is detail-oriented, analytical, and has a strong focus on customer service and quality improvement. The ability to coach and communicate feedback effectively in a team setting, alongside the flexibility to handle escalations, makes it a dynamic role.
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