From Support Specialist to Quality Trainer
Liga's journey
2019
Customer Support Specialist
2020
Senior Support Specialist
2021
Quality Trainer
"The first months were the hardest - I thought I wouldn't make it to where I am now. But no, I'm still here and have developed myself a lot."
In just a few years, Liga has managed to grow from Customer Support Specialist to Senior Specialist to Quality Trainer. We sat down with her (virtually) to ask about her career journey and her biggest stepping stones.
Q. When and how did you start working at Concentrix + Webhelp?
I started working at Concentrix + Webhelp in 2019. My previous colleague was working here as a Support Specialist and offered me to join Concentrix + Webhelp as my previous job was not so interesting. I made it through the recruitment process and started working as a Customer Support Specialist.
Q. How do you remember your time as a Customer Support Specialist?
I supported customers via three channels: Call, Email and Live Chat not only Latvia but also in other Baltic countries. That was the hardest part - not language-wise, but culturally - every country has its own strong mentality. Thankfully, I had experience working in a bank, so I already knew the basics of customer service, but I had to switch from financial consulting to learning a lot of technical things.
For example, before starting here, I never thought I would know so much about washing machine filters, but now it seems so familiar, and I could probably change my own washing machine filter if I needed to.
Q. What has been your career journey since then?
I spent more than a year working as a Customer Support Specialist and then was promoted to a Senior Specialist. The Quality Trainer position opened on the same project. It's someone who consults and teaches newcomers. As Samsung's customer support team expanded, we hired a lot of new employees, so I had the opportunity to grow with the team and accept the role of Quality Trainer.
Our Manager said that she saw me in this role as I was someone who was already familiar with the specifics of the job and the experience of our Support Specialists.
Q. Can you describe what you do as a Quality Trainer?
I review the feedback customers have left after calls or e-mail conversations. I have to look over the ratings and see why they are raising or falling. We also try to understand the reasons behind it - if there are some problems with procedures or systems or if a colleague has made a mistake. Every month I prepare reports for every support specialist and show them their results. Together we compare them to previous periods and try to understand if there are any lessons learned or anything we have to change so the results would stay the same or would improve. And I also train employees in Latvia, Lithuania and Estonia.
Q. What has been the biggest challenge in your career?
If at first, I thought that working as a Support Specialist would be the most challenging, then in reality, it proved to be the first months in the role of a Quality Trainer. I had never done anything similar. Before I started this role, I didn't want to work with Excel, but now I don’t go a day without it. The first months were the hardest ones.
Q. How did you manage that?
I worked with myself and learned a lot. The most important factor was - how much do I want to learn and do.
The challenge was to plan my own day and priorities, until I got to the moment where I can come to work and know - I'll start my day with task A and end with task B.
Q. What keeps you working in Concentrix + Webhelp?
This opportunity - I really wanted to figure out this role. So that if I decide to change something, I would have this experience. But also because of my co-workers, managers, and I do like this company. Overall, I have no qualms with the management and the company - I am very satisfied in this position.
Q. What has helped you advance your career?
Constantly learning and looking for new things to do.
In my opinion, that is the most important thing here - that you don't wait until you're being told to something, but rather show initiative.
You have to look for things that can be improved and give suggestions. Even small daily things - if you see that something hasn't been prepared, then you should do it, or suggest an alternative solution, instead of waiting. Most important things are initiative and self-learning.
Q. Do you have any advice to the newcomers in Concentrix + Webhelp?
Support Specialists should be patient. That's the first thing I encountered. The second thing is - if a customer doesn't understand you - you have to figure out in a few seconds how to present your message in a different way.
Specialists should show determination and initiative because if employee is not interested to learn more about the job, it will be difficult.
Feeling inspired?
Check out our open vacancies for your chance to take the next step in your career. Who knows, maybe a few years later you'll look back at this as your kick-off point?
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