Latvian CX Quality Analyst – Data-Driven & Growth

speakit; Kentucky; Sur place; USD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Relocation package

Private medical plan

Dedicated training budget

progression paths

Résumé du poste

Speakit is seeking a Latvian-speaking Customer Service Quality Analyst to join our operations team in the United States (Kentucky). You will evaluate customer interactions across calls, emails, and chats in Latvian, ensure compliance with standards, and provide actionable feedback to drive continuous improvement.

The role requires native Latvian (or C1/C2) and fluent English, strong experience with CX KPIs and audit methodologies, and proficiency in Zendesk, Salesforce, and Excel/Sheets.

Qualifications

• Native or C1/C2 proficiency in Latvian with fluent English skills.
• Strong knowledge of Customer Experience (CX) KPIs, quality frameworks, and audit methodologies.
• Excellent analytical, problem-solving, and critical thinking skills.
• Proficiency in CRM tools and reporting platforms (Zendesk, Salesforce, MS Excel/Google Sheets).

Responsabilités

• Monitor and evaluate customer service interactions to assess compliance with quality guidelines and procedures.
• Identify service gaps, process inefficiencies, and training needs across the customer support team.
• Provide constructive feedback and coaching to customer service advisors in collaboration with team leaders.
• Maintain quality calibration standards via weekly calibration sessions with management.
• Prepare detailed performance reports, CSAT and QA trend analyses for project leadership.
• Ensure compliance policies are reflected in all customer communications.
• Recommend workflow improvements to optimize customer experience and operational efficiency.

Connaissances

Latvian proficiency (native/C1-C2)

Fluent English

CX KPIs

Quality frameworks

Analytical thinking

Auditing methodologies

CRM tools (Zendesk, Salesforce)

Excel/Google Sheets

Active listening

Time management

Outils

Zendesk

Salesforce

Excel/Google Sheets

Description du poste

Speakit is seeking a Latvian-speaking Customer Service Quality Analyst to join our operations team in the United States (Kentucky). You will evaluate customer interactions across calls, emails, and chats in Latvian, ensure compliance with standards, and provide actionable feedback to drive continuous improvement.

The role requires native Latvian (or C1/C2) and fluent English, strong experience with CX KPIs and audit methodologies, and proficiency in Zendesk, Salesforce, and Excel/Sheets.