Latvian Customer Service Quality Analyst - Athens

On behalf of our client, a leading international organization, we are seeking a analytical and communicative Latvian-Speaking Customer Service Quality Analystto join their operations team. In this role, you will be responsible for evaluating customer interactions across phone, email, and chat channels in Latvian, ensuring high-quality service delivery, compliance with operational standards, and providing actionable feedback to drive continuous team improvement.

Key Responsibilities:

• Monitor and evaluate customer service interactions (calls, emails, live chats) to assess compliance with quality guidelines and company procedures.
• Identify service gaps, process inefficiencies, and training needs across the customer support team.
• Provide constructive feedback and coaching to customer service advisors in collaboration with team leaders.
• Maintain quality calibration standards by participating in weekly calibration sessions with management and key stakeholders.
• Prepare detailed performance reports, key quality metrics (CSAT, QA scores), and trend analysis for project leadership.
• Ensure accurate implementation of regulatory and internal compliance policies in all customer communications.
• Recommend workflow enhancements and best practices to optimize customer experience and overall operational efficiency.

Requirements

• Native or C1/C2 proficiency in Latvian with fluent English skills (written and verbal).
• Strong knowledge of Customer Experience (CX) KPIs, quality frameworks, and audit methodologies.
• Excellent analytical, problem-solving, and critical thinking skills.
• Proficiency in CRM tools, ticketing systems (e.g., Zendesk, Salesforce), and MS Excel/Google Sheets for reporting.
• Exceptional active listening skills and high emotional intelligence for delivering constructive feedback.
• Ability to work independently, manage tight deadlines, and prioritize workload effectively.

Benefits

• Competitive remuneration package.
• Performance-based incentive bonus.
• Complete relocation package (booked flights, temporary hotel stay, and local paperwork assistance).
• Private medical plan and wellness perks.
• Dedicated training budget, certification subsidies, and progression paths.