QA ANALYST

SUN FINANCE is a Riga-based fintech company providing financial services across four continents. Founded in 2017, we’ve grown beyond the startup phase—but we’ve kept its energy and innovation, now strengthened by stability and a great work environment.

Our success-driven team thrives on collaboration, ambition, and shared growth. And we’re not slowing down. Join us and be part of what’s next!

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our remote multi channel call center teams who are dealing with our existing and potential customers. The QA will monitor inbound and outbound calls to assess agents behavior, technical accuracy, customer service performance, and conformity to company policies and procedures. QA will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall agents performance.

• Participates in design of call monitoring formats and quality standards
• Performs call monitoring to ensure compliance with Company’s policies
• Participates in call evaluation programs to identify customer needs
• Coordinates and facilitates call calibration sessions and trainings for call center staff to develop their soft skills
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review

• Perfect verbal, written and interpersonal communication skills
• Focus on quality and customer service
• Experience in telemarketing, telesales
• Exceptional listening and analytical skills
• Strong communication skills in Latvian and English, enabling effective collaboration across international teams, with Russian language proficiency as an asset, especially when working with Central Asian countries
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Proficient with Microsoft Office (intermediate Word, intermediate Excel)

• Hybrid work arrangements allowing to combine work from home and office
• Flexible working hours start as late as 10 am
• Opportunity to work 2 weeks from any Sun Finance office across the group
• Health insurance
• Well-being activities, surprises, and birthday gifts (sporty challenges, mini competitions with prizes)
• Tech conference attendance and supporting self-driven learning (i.e., paid conference fees, relevant Udemy courses, etc.)
• Receive bonuses for long-term cooperation like extra holidays, etc.
• Free coffee & soft drinks to fuel those tough mornings
• Variety of snacks and soups at the kitchen
• Enjoy the private gym
• Learn and grow in a company of over 10 nationalities
• No suits! Unless it's Carnival or Halloween
• Salary range 1400-1800 EUR gross depending on work experience, education, and skills