Service Performance Analyst (German)

Join a leading multinational technology BPO business in Riga, Latvia, as a Customer Experience Quality Specialist (German) and help elevate the customer service experience. In this role, you'll be key to improving customer interactions, ensuring quality standards, and delivering insightful feedback to help Customer Service Associates (CSAs) succeed.

Location: Riga, Latvia (On-site)

Employment Type: Full-time

Key Responsibilities

• Monitor and Audit Customer Interactions: Regularly review and audit CSAs' customer interactions, identifying areas for improvement and providing a root cause analysis.
• Coaching & Feedback: Offer actionable insights and coaching to individual CSAs and teams, helping them achieve performance goals and track feedback efficacy.
• Quality Performance Alignment: Support quality improvement efforts in line with the priorities set by Operations Team Leads, using a quartile management approach.
• Calibration & Joint Monitoring: Participate in calibration sessions with internal and external stakeholders, ensuring alignment in quality monitoring practices.
• Comprehensive Quality Reporting: Provide in-depth input for quality reports and assist in identifying areas for continued improvement.
• Improvement Initiatives: Pinpoint areas for enhancing adherence to quality standards and share observations to continually elevate the customer experience.
• Real-Time Support: Be involved in production activities by taking calls and offering support for escalations and real-time issues.
• Training Participation: Join training programs to gain a better understanding of client and business expectations and to drive personal and professional growth.
  
  

Your Profile

What We’re Looking For

• Language Skills: Near-native German (C1 level) and manageable English skills (B1+ or better) to log information accurately in client systems.
• Attention to Detail: Exceptional attention to detail with the ability to maintain accuracy across tasks.
• Analytical & Problem-Solving: Strong data analytic skills and a mindset focused on continuous improvement.
• Communication Skills: Excellent interpersonal and communication skills to effectively coach and guide team members.
• Computer Savvy: Proficient in multitasking across various systems and applications.
• Positive Attitude: Optimistic, friendly, and self-motivated personality, with a service-oriented mindset.
• Team Player: Ability to collaborate effectively in a team environment.
• Flexibility: Willingness to work shifts within the operating hours (7 AM - 11 PM, Monday to Sunday).
• Clean Background: No criminal record, payment defaults, or unfavorable credit history as verified in a background check.
  
  

Perks And Benefits

• Dynamic Work Environment: Enjoy a diverse and fast-paced role in a modern and pleasant setting.
• Development Opportunities: Take advantage of personal and professional development programs to grow your skills.
• Work Schedule: Full-time, 40 hours a week, with rotating shifts between 7 AM - 11 PM, Monday to Sunday.
• Collaborative Atmosphere: Join a supportive and service-oriented team that values problem-solving and continuous improvement.
  
  

Join our client as a Customer Experience Quality Specialist (German) and become a key player in ensuring exceptional customer service while building a rewarding career in a dynamic and supportive environment. Apply today and help us enhance customer experiences across the board!

Skills: computer savvy,attention to detail,english,near-native german (c1 level),team collaboration,german,communication skills,service-oriented mindset,problem-solving,communication,interpersonal and communication skills,computer proficiency,german (c1 level),german language,manageable english skills (b1+ or better),english (b1+ or better),quality assurance,analytical skills,data analytic skills,flexibility