Quality Analyst

Who are we?
Tech Mahindra is part of the Mahindra Group and was founded in India in 1945. Since then, the company has expanded and is now a multinational company with 260,000 employees in over 100 countries. The vision of Tech Mahindra to make other organizations better and more cost-effective through the use of modern digital solutions.
We look forward to welcoming new colleagues to be part of our growth and help shape the company's development.

Why work at Tech Mahindra?
You will be part of a multicultural environment, where you will have colleagues and friends from all over the world. Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies. You will be part of a growing company where you will have broad development opportunities.
Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents).


Tasks and responsibilities:

Plan, develop and facilitate internal training for new and existing personnel.
Provide support to the training manager in establishing, measuring, and monitoring key training metrics
Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training
Provide constructive coaching and feedback to associates
Training effectively and efficiently
Design and evaluate training and performance interventions (pre and post training assessment)
Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams
Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
To be updated on all process related information for training purposes and available to take calls to keep in touch with operations
Publish daily / weekly / monthly reports to stakeholders
Maintain historical data for the associates trained


Qualifications
· University Degree
· 2+ Years experience as trainer in customer service environment
· At least 1 year of working experience in a fintech, banking or a related field is required for this position.

· Swedish, Norwegian, Danish or Finnish language skills - fluent (interpreted as CEFR level C1)
· English language skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems.
· Excellent written and verbal communication skills


· Capable to work flexibly in a team environment, driven by the motto that Together Everyone Achieves More
· Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)
· Good presentation skills
· Excellent organizational and planning skills
· Good understanding of Group Dynamics (diversity)
· Experience in MSOffice applications like Word/Excel/PowerPoint
· Analytic and result oriented


Do you want to join our adventure in Riga?
We look forward to your application and to welcoming you as a colleague. Applications will be reviewed on a rolling basis.
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability.
All applicants will be evaluated solely based on their ability, competence, and performance of the essential functions of their positions. We are also committed to make reasonable adjustments to support candidates, so they can perform at their best throughout the recruitment process.
Please send your application to nordicsjobs@TechMahindra.com, and write which role you are applying to in the subject field.