Quality Manager

Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships.We at Luminor believe that anyone has the potential to achieve big things and encourage everyone to achieve them,professionally and personally.

The Quality Manager is responsible for ensuring exceptional customer service by evaluating customer interactions across multiple channels and driving continuous quality improvement. The role focuses on analyzing quality evaluation results, customer feedback, NPS scores, and complaints to identify service gaps and improvement opportunities.

By transforming insights into targeted coaching, training programs, and customer journey enhancements, the Quality Manager helps strengthen communication, problem-solving, and customer-centric behaviors. The role also collaborates closely with operational and training teams to improve service quality, customer satisfaction, and overall business performance through data-driven decision-making and continuous improvement initiatives.

• Design, implement, and continuously improve quality assurance programs to enhance service quality, communication, customer experience, and operational performance
• Leverage AI tools and modern technologies to optimize quality processes, reporting, analytics, and performance monitoring
• Analyze customer feedback and performance data, including complaints, mystery shopping results, and customer interactions, to identify improvement opportunities and provide actionable recommendations
• Monitor, evaluate, and provide feedback on customer interactions, ensuring adherence to established quality standards and service excellence requirements
• Coach and develop employees and team leaders in communication, active listening, objection handling, problem-solving, and other customer service competencies
• Collaborate with training teams and stakeholders to develop and deliver quality-related training programs, align quality objectives, and share best practices
• Establish, maintain, and update quality standards, guidelines, evaluation criteria, and governance processes to ensure consistent service delivery
• Provide operational support and perform additional responsibilities as assigned by the direct and/or functional manager, including backup support for team members when required

• 2+ years of experience in a Quality Management or Quality Assurance role within a call center, customer service, or customer experience environment.
• Strong knowledge of call center operations, customer service principles, quality assurance methodologies, and industry best practices.
• Excellent active listening, analytical, critical thinking, and problem-solving skills with the ability to identify root causes and recommend effective solutions.
• Proven ability to assess performance metrics, analyze operational and customer data, and derive actionable insights and recommendations using tools such as Microsoft Excel, Power BI, or similar analytics platforms. Experience in applying Data Analytics and AI-powered tools to improve quality monitoring, reporting efficiency, customer experience, and operational performance.
• Experience in developing, facilitating, and delivering training and coaching programs, including communication skills, customer service excellence, and quality standards.
• Proficiency in Jira and Confluence for work management, requirements tracking, process documentation, reporting, and knowledge sharing.
• Strong attention to detail, organizational skills, and commitment to accuracy in quality evaluations, reporting, and documentation.
• Demonstrated initiative, innovation mindset, and ability to quickly learn new processes, tools, and technologies, with readiness to take ownership, accountability, and leadership responsibilities.
• Strong interpersonal, stakeholder management, leadership, and customer-focused communication skills, with the ability to influence and collaborate effectively across teams and organizational levels.
• Fluent English and Latvian is required in spoken and written communication due to working on the Pan-Baltic level

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor