2049
Tech Mahindra Latvia
Quality Analyst
Tech Mahindra Latvia
Tech Mahindra Latvia

Quality Analyst

Tech Mahindra Latvia

Work Experience/Responsabilities

  • 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

Preferred Competencies

  • Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
  • Optimistic, friendly, positive, and self-motivated personality,
  • Ability to work in team,
  • Service oriented profile and with a focus on problem solving,
  • Ability to work shift hours/ part time (to the extent legally possible)
  • Good communication skills

Educational / Professional Qualification

  • Near native (interpreted as CEFR level C1) or native relevant market language (German, Swedish, Dutch, Danish, Polish)
  • Proven experience in Quality Management within a BPO environment (min. 2 years)
  • Quality monitoring and audit experience (min. 1 years)
  • 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
Mēneša bruto algaBruto mēnesī  € 1700 - 1900

Atrašanās vieta

    Rīga, Latvija

Darba veids

  • Pilna slodze

Prasmes

 Komunikācijas prasmes Customer service darba pieredze Quality Analyst Customer support

Valodas

  •  Dāņu
  •  Vācu
  •  Somu
  •  Holandiešu
  •  Norvēģu
  •  Poļu
  •  Zviedru
Kontaktpersona
Karan Palwankar
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.
We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.
We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.
With the NXT. NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.

Uzņēmuma mājaslapahttp://www.techmahindra.com

Reģistrācijas numursL64200MH1986PLC041370

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