Quality Analyst (Swedish) - Relocation Support in Riga - Latvia

Grow-Talent.com; Stockholms kommun; Hybrid; SEK 198,000 - 330,000; Full time

Benefits offered by this job

Dynamic and diverse job environment

Opportunities for personal and professional development

Job summary

A leading multinational technology BPO in Riga is looking for a Quality Analyst (Swedish) with near-native Swedish and good English skills. The role involves monitoring and auditing customer interactions, providing feedback, and supporting quality performance improvement. Applicants should possess strong analytical and problem-solving skills and a service-oriented attitude. Opportunities for personal and professional development are offered, along with shift work aligned with operational hours.

Qualifications

• Near native (Swedish C1) or native language skills and manageable English skills (B1+).
• Excellent attention to detail and ability to maintain accuracy.
• Strong data analytic and problem-solving skills with a continuous improvement mindset.
• Good communication and interpersonal skills.

Responsibilities

• Monitor and audit quality of customer interactions.
• Provide feedback and coaching to customer service agents (CSAs).
• Support CSA performance improvement in line with priorities.
• Participate in calibration sessions and joint call monitoring with stakeholders.
• Provide input for quality reporting and identify improvement areas.
• Take part in production activities, escalations, and real-time support.
• Engage in training programs to understand client expectations and grow.

Skills

Attention to detail

Data analytic skills

Problem-solving

Communication skills

Interpersonal skills

Job description

Overview

Quality Analyst (Swedish) - Relocation Support in Riga - Latvia

Job Openings Quality Analyst (Swedish) - Relocation Support in Riga - Latvia

About the job

Grow-Talent.com is working with a leading multinational technology BPO business that is looking for a Quality Analyst (Swedish) in Riga who will perform Audits and drive quality improvement.

Duties and responsibilities

• Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis.
• Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy.
• Effectively support CSA quality performance improvement in alignment with Operation Teamlead priorities, based on quartile management.
• Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders.
• Provide comprehensive input for Quality reporting.
• Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience.
• Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support.
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow.

Requirements

• Near native (Swedish 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.
• Excellent attention to detail and ability to maintain accuracy.
• Great data analytic and problem-solving skills, continuous improvement mindset and toolset.
• Good communication and interpersonal skills.
• Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications.
• Optimistic, friendly, positive, and self-motivated personality.
• Ability to work in team.
• Service-oriented profile with a focus on problem solving.
• Ability to work shift hours/ part time (to the extent legally possible).
• No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations. This includes no instances of payment defaults, arrears, or unfavorable credit data.

Offer

• A dynamic and diverse job in a pleasant and modern environment.
• Opportunities for personal and professional development.
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week.