QUALITY MANAGER FOR RIGA AND HELSINKI

Rīga, Kr.Valdemāra iela 21
Published: 14. July 2017 Deadline: 28. July 2017

Webhelp is a global business process outsourcer (BPO), specializing in customer experience and payment management in addition to sales and marketing services across voice, social and digital channels.

From 27 countries with a 35,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage. Company in Latvia will operate as part of the Nordic Cluster of Webhelp. More information can be found at  www.webhelp.com

At the moment Webhelp opened BPO center in Riga and is looking for 

QUALITY MANAGER FOR RIGA AND HELSINKI

As a Quality Manager at Webhelp Nordic you work in a critical role where you are responsible for maintaining high quality standards and develop both individual Quality Coaches and the project as a whole for Riga and Helsinki. It is necessary that you understand the production, quality and efficiency objectives, have a deep knowledge of procedures and understand drivers of various metrics. You enjoy and are positive towards developing our employees and give them the very best chance to succeed in reaching their goals.

Key responsibilities: 

  • Developing business partnership with the Client Quality Organization
  • Leading, managing and developing a team of Quality Coaches
  • Working closely together with operations, team management and QM colleagues across the site network
  • Process deployment and control
  • Analyzing team and site level data, finding areas of opportunity and address through effective action plans

Requirements: 

  • Positive Customer Service experience in Call center/BPO, Contact center or similar area, preferably team management experience
  • Experience in similar position will be consider as advantage
  • Strong analytical and problem analysis skills
  • Quality and discipline oriented
  • Communication and organization skills, result orientation and able to adapt to changes
  • Fluent English (verbal and written), good Russian, preferably Latvian language skills
  • Good PC skills (MS Excel)

We offer:

  • Interesting, responsible and dynamic job in an international company
  • Social guarantees and health insurance
  • Competitive remuneration package based on qualification
  • All necessary training and technical support
  • Professional growth and international career development opportunities

The workplace will be positioned in Riga and position will require about three monthly travelling days to the site in Finland.  

 

If you are interested, please send your CV and application letter

Only second round candidates will be contacted.

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