Swedish speaking 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) including routine health checks, dental, vision, prescription drugs, mental health support and much more.
OVP (Compulsory Health Examination): Full coverage.
Annual Leave 4 calendar weeks of paid leave.



Tasks and responsibilities:


Monitor and audit quality of customer interactions of assigned CSAs and provide root cause analysis.
Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement and track feedback efficacy.
Effectively support CSA quality performance improvement in alignment with Operation Teamlead priorities, based on quartile management.
Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders.
Provide comprehensive input for Quality reporting.
Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience.
Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support.
Participate in training programs for better understanding of client and business expectations and to continuously develop and grow



Qualifications
University Degree
2 + years’ experience in Quality Management within a BPO environment
1+ years’ experience with Quality monitoring and Audit



Swedish 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.
Good communication and interpersonal skills.
Service oriented and with a focus on problem solving.
You work well with others and have good teamwork skills.
Optimistic, friendly, positive, and self-motivated personality.



You pay excellent attention to detail and have the ability to maintain accuracy.
Advanced understanding of using computers and is effectively able to multi-task across systems and applications.
Great data analytic and problem-solving skills, continuous improvement mindset and toolset.



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.