Basic Information

Ref Number

Req_00093488

Last day to apply

31-Dec-2022

Primary Location

Riga

Country

Latvia

Job Type

Support Positions

Work Style

On Site

Description and Requirements

Are you looking to develop your career and take on larger responsibilities in an exciting and growing business environment? You have significant experience in coaching, are able to motivate and encourage the team to achieve the objectives and standards set? You also have training experience and quality is something you excel at? We have the perfect job for you!


For our Team in Riga we are currently looking for support as


Training and Quality Manager (m/f/d)

Contract for 1,5 years

Overview of tasks:

  • Lead, manage, motivate and mentor team of Quality Analysts and Trainers
  • Drive consistency to ensure the strong quality performance and alignment
  • Deliver insights to continuously improve and deliver outstanding customer experience
  • Implement and drive the quality assurance process and structure
  • Identify possible issues and trends and communicate them to relevant stakeholders
  • Aggregate findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
  • Analyze quality and performance trends to provide recommendations for improvement

We are looking for:

  • Fluency and excellent communication skills in English
  • BA/BS or MA/MS degree
  • Previous Customer Service experience
  • Exceptional communication and presentation skills
  • Day to day management and coaching of the team
  • In depth understanding of business, its goals and the ability to articulate what drives them
  • Ensure alignment with leadership on priorities and goals
  • Understand and analyze performance KPIs, identify performance gaps & opportunities and recommend solutions
  • Develop concrete, corrective action plans for initiatives
  • Dynamic leader with experience and passion for managing large and diverse teams in a fast-paced environment, able to deal with rapid change and ambiguity
  • Strategic thinker with strong analytical and problem-solving skills

We will offer:

  • Challenging and varied inbound activities
  • Opportunity to grow with us and help shape the business towards excellence
  • Advancement opportunities in our international company
  • Highly motivated and dedicated team with flat hierarchies and informal culture
  • Private health insurance after probation period
  • Lots of benefits, including private health insurance, complementary drinks and snacks
  • Great office with modern workplaces

Join our team and apply now!

Our recruiting team is always available for questions at +371 63 99 5106 and is looking forward to receiving your application.

About us: Excellent customer service is our passion – in 2020, Competence Call Center has merged with TELUS International and is now a part of it. Since then, 50,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.



Additional Job Description

Are you looking to develop your career and take on larger responsibilities in an exciting and growing business environment? You have significant experience in coaching, are able to motivate and encourage the team to achieve the objectives and standards set? You also have training experience and quality is something you excel at? We have the perfect job for you!



Language Reference
English