Swedish QA Team Manager - Riga

Reference: TELA *You need to have an European passport to apply for this position.* We offer

Work from nice offices in Riga

Paid relocation (flight, 1 month accommodation paid by the company)

Career development possibilities within the company

Private medical health care

Monthly food tickets

The job As Quality Manager you will be responsible for supporting and developing your team of quality analysts to create great customer experience and ensure continuous improvement. This requires a good understanding and tracking of key team KPIs. Your daily work will include tasks like these:

Manage peak volumes for reachability by working on calls and tickets

Handle drops in performance with reinforcement plans proactively

Monitor, coordinate, and supervise the daily activities of the staff in the operations team

Plan long term improvements, looking at least 6 months to 1 year ahead

Create a mode of operations to be adhered to by team members in order to maintain good routine

Delegate specific customer service responsibilities to team members to create specialisation and improve customer service

Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions

Mentor team on both process and people functionality

Identify training needs and coordinate with QA and Training Team to provide the necessary coaching

Your qualifications 💭 You speak and write Swedish at a B2 or C1 level and you can communicate in English (B1). 🎓 Experience in related role.

Experience in managing services across geographies with international customers.

COPC understanding, experience of dealing with process improvements.

💻 You have a good understanding and level of computer handling skills. 💪🏻 Strong analytical and problem-solving skills. 🥇 You have strong communication skills, and you are flexible, take ownership, and you work well under pressure with deadlines. If you have any questions about the position, please feel free to send an email to info@jobsqd.com. We are ready to help.