speakit

Digital dictation and speech recognition solutions

Latvian Customer Service Quality Analyst

Customer ExperienceConfirmed live in the last 24 hours

Full-timeAthens, GreeceIn-person

About the Job

Requirements

Native or C1/C2 proficiency in Latvian and fluent written and verbal English.
Strong knowledge of Customer Experience key performance indicators, quality frameworks, and audit methodologies.
Proficiency in customer relationship management tools, ticketing systems such as Zendesk or Salesforce, and Microsoft Excel or Google Sheets for reporting.
Ability to work independently, manage tight deadlines, and prioritize workload effectively.

Responsibilities

Monitor and evaluate customer service interactions across calls, emails, and live chats for 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 including customer satisfaction and quality assurance scores, and trend analyses 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 operational efficiency.

Desired Qualifications

Exceptional active listening skills and high emotional intelligence for delivering constructive feedback.

Latvian Customer Service Quality Analyst - Athens

speakit · Athens, Greece · Full-time · Posted 2026-10-06

Workplace: on_site

Department: Latvian

Description

On behalf of our client, a leading international organization, we are seeking a analytical and communicative Latvian -Speaking Customer Service Quality Analyst to 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.

Apply

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About the Company

speakit

Digital dictation and speech recognition solutions

Speak-IT is the UK’s leading Digital Dictation and Speech Recognition specialist, offering bespoke speech-to-text workflow solutions for sectors such as healthcare, legal, and education. Their product approach combines hardware, software, and services to turn spoken words into typed text through customized workflows that fit each industry’s needs. They work with major players in the voice technology field and provide unbiased advice, ongoing support, and hands-on service to ensure smooth implementation and use. Compared with competitors, Speak-IT differentiates itself through its long-standing presence since 1990, strong partnerships, and a focus on practical, personable customer service. The company’s goal is to help organizations improve efficiency and accuracy in documentation by delivering practical, integrated voice technology solutions and expert support.

Company size: 1-10
Company stage: Not listed
Total funding: Not listed
Headquarters: United Kingdom
Founded: 1990

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