Swedish QA Team Manager

Responsibilities

• Support and develop a team of quality analysts to ensure great customer experience
• Track and manage key team KPIs
• Manage peak volumes for reachability by working on calls and tickets
• Handle performance drops with proactive reinforcement plans
• Monitor, coordinate, and supervise daily activities of the operations team staff
• Plan long-term improvements for 6 months to 1 year ahead
• Create operational modes to maintain team routines
• Delegate customer service responsibilities to team members to foster specialization
• Review client complaints, rectify issues, and liaise with departments for complex solutions
• Mentor the team on process and people functionality
• Identify training needs and coordinate with QA and Training teams for coaching

Requirements

• Swedish language proficiency (B2 or C1 level)
• English language proficiency (B1 level)
• Experience in a related management role
• Experience managing services across geographies with international customers
• Understanding of COPC and process improvement methodologies
• Strong computer handling skills
• Strong analytical and problem-solving skills
• Strong communication skills and ability to work under pressure
• Must hold a European passport

Benefits

• Work from nice offices in Riga
• Paid relocation including flights and 1 month of accommodation
• Career development possibilities
• Private medical health care
• Monthly food tickets