Swedish Speaking Quality Analyst

Riga, Latvia

Gross salary of €2000 gross per month.

Job Responsibilities:

1. Quality Auditing:
• Conduct audits on customer interactions.
• Perform root cause analysis for quality issues.
• Monitor individual and team performance for quality improvement.
2. Feedback & Coaching:
• Provide feedback to CSAs based on actionable insights.
• Offer coaching to improve performance aligned with operational goals.
3. Collaboration:
• Join internal and external calibration and monitoring sessions.
• Participate in discussions with stakeholders and customers to refine quality.
4. Reporting & Improvement:
• Provide data and observations to improve overall customer experience.
• Assist in developing reports for quality metrics.
5. Support & Training:
• Handle calls and support escalations as part of operational duties.
• Take part in training to better understand client needs and business processes.

Job Requirements:

• Language Proficiency:
• Swedish (C1 level) and English (B1+ or higher).
• Attention to Detail:
• Strong accuracy in monitoring and logging data.
• Problem Solving & Analytical Skills:
• Ability to analyze data and suggest continuous improvements.
• Communication & Interpersonal Skills:
• Ability to communicate effectively in feedback and team environments.
• Technical Skills:
• Advanced computer literacy and ability to multitask across different systems.
• Personality Traits:
• Friendly, optimistic, and self-motivated with a service-oriented approach.
• Work Flexibility:
• Ability to work shifts or part-time (where legally applicable).
• Background Check:
• Clean criminal record and no payment defaults or credit issues with Klarna or similar financial systems.

This role suits someone who is detail-oriented, analytical, and has a strong focus on customer service and quality improvement. The ability to coach and communicate feedback effectively in a team setting, alongside the flexibility to handle escalations, makes it a dynamic role.