Do you speak Swedish and have experience in Quality Analysis or at least 2 years in call center customer support, looking for a new challenge? We are looking for new Quality Analysts for our client in Riga – for a FinTech project!

About the Company:

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™. They are a USD billion company with professionals across 90 countries, helping 988 global customers, including Fortune 500 companies. Their convergent, digital design experiences, innovation platforms, and reusable assets connect across various technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized as one of India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.

Responsibilities:

• Ensure the quality of calls, emails, and tickets using predefined quality parameters.
• Conduct random and stratified sampling to audit transactions.
• Provide feedback and coaching sessions to improve agent performance.
• Collaborate in joint call monitoring sessions with teams and stakeholders.
• Facilitate team huddles to discuss quality scores and identify areas for improvement.
• Provide quality tips and feedback to enhance customer experience.
• Recognize high-performing agents and manage bottom quartile performance.
• Perform root cause analysis on complaints and negative survey responses.
• Participate in internal and external calibration sessions.
• Drive process improvement initiatives.
• Assist with production activities during call/chat/ticket volume spikes.

Qualifications & Requirements:

• Near-native (C1) Swedish or native proficiency, with manageable English skills (B1+ or better).
• At least 2 years of experience in Quality Analysis or call center customer support.
• Strong communication skills.
• Good understanding of customer service transactional quality concepts.

Benefits:

• Premium health insurance: Comprehensive coverage for you and your family, including dental, vision, mental health support, and more.
• Health check-ups (OVP): Full coverage provided.
• Development opportunities: Access to over 5,000 free courses through our training platform, including certifications in cutting-edge technologies.
• Attractive compensation and benefits: Based on role and experience.
• 4 weeks of paid annual leave.
• Dynamic work culture: Enjoy regular celebrations, wellness activities, and a strong team spirit.
• Hybrid work model: Available after meeting performance standards and business needs.
• Relocation package: Includes either a €1,000 bonus or refunded flight costs plus one month of housing to help you settle into your new life in Riga.

Why move to Riga?

Riga is a vibrant, affordable city with a thriving expat community and many international companies. Living costs are significantly lower than in many other European cities – central accommodation is around €350-400, and with an average salary of €1,300, you’ll enjoy a high standard of living.

Nordic Jobs Worldwide

Nordic Jobs Worldwide is a professional Nordic recruitment company focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world.

Nordic Jobs Worldwide is the largest language recruitment agency in the Nordic region, with offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We match the most exciting jobs with Nordic talent worldwide. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.