On behalf of our client, a leading international organization, we are seeking a analytical and communicative Latvian -Speaking Customer Service Quality Analyst to join their operations team. In this role, you will be responsible for evaluating customer interactions across phone, email, and chat channels in Latvian, ensuring high-quality service delivery, compliance with operational standards, and providing actionable feedback to drive continuous team improvement.
Key Responsibilities:
- Monitor and evaluate customer service interactions (calls, emails, live chats) to assess compliance with quality guidelines and company 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 by participating in weekly calibration sessions with management and key stakeholders.
- Prepare detailed performance reports, key quality metrics (CSAT, QA scores), and trend analysis for project leadership.
- Ensure accurate implementation of regulatory and internal compliance policies in all customer communications.
- Recommend workflow enhancements and best practices to optimize customer experience and overall operational efficiency.
Requirements
- Native or C1/C2 proficiency in Latvian with fluent English skills (written and verbal).
- Strong knowledge of Customer Experience (CX) KPIs, quality frameworks, and audit methodologies.
- Excellent analytical, problem-solving, and critical thinking skills.
- Proficiency in CRM tools, ticketing systems (e.g., Zendesk, Salesforce), and MS Excel/Google Sheets for reporting.
- Exceptional active listening skills and high emotional intelligence for delivering constructive feedback.
- Ability to work independently, manage tight deadlines, and prioritize workload effectively.
Benefits
- Competitive remuneration package.
- Performance-based incentive bonus.
- Complete relocation package (booked flights, temporary hotel stay, and local paperwork assistance).
- Private medical plan and wellness perks.
- Dedicated training budget, certification subsidies, and progression paths.