Your Role

  • Evaluate quality performance and process efficiency by analyzing monitoring and audit data, recognizing trends and patterns.
  • Develop and implement action plans to enhance processes, ensuring alignment with organizational objectives.
  • Perform root cause analyses, handle escalations and complaints, and work closely with management to address process challenges.
  • Promote process improvement by identifying opportunities for standardization and automation.
  • Collaborate with stakeholders to design and present initiatives for process enhancement.
  • Ensure compliance with quality standards and that metrics meet organizational and client expectations.
  • Prepare comprehensive quality reports and act as the primary contact for daily quality activities across operations and support teams.
  • Partner with training teams to support onboarding, refresher sessions, and certification programs.
  • Advocate for quality interests in customer reviews, audits, and internal discussions.
  • Oversee team performance assessments and ensure compliance with established quality frameworks using scorecards.
  • Establish and maintain governance structures for the quality team, operations, and clients.
  • Engage in production activities, such as managing calls and offering real-time support for escalations.
  • Provide constructive feedback to the quality team and collaborate with leadership to identify growth opportunities.
  • Participate in training sessions to align with client expectations and enhance professional capabilities.

Your Qualifications

  • Proficiency in near-native Swedish (C1 level) or a native speaker of the relevant market language, along with adequate English skills (B1+ or above) for documentation and system logging.
  • A minimum of 3 years of experience in quality management within a BPO or comparable environment.
  • At least 1 year of experience in a formal leadership or people management role.
  • A minimum of 2 years of expertise in quality monitoring and auditing.
  • Familiarity with quality methodologies such as Lean, Six Sigma, COPC, or similar frameworks is an advantage.
  • A proactive, positive, and self-motivated attitude with strong interpersonal skills.
  • Excellent organizational skills and adaptability, with strong presentation capabilities.
  • A customer-centric approach and a solution-oriented mindset.
  • Willingness to work flexible hours or part-time shifts, depending on legal requirements.
  • Strong analytical abilities to interpret data effectively using relevant tools.

The Offer

  • Comprehensive medical insurance.
  • Relocation support, including flights and accommodation assistance.
  • Access to over 5,000 free courses, tools, and certifications focusing on advanced technologies.
  • Competitive salary and allowances based on role and experience.
  • Four weeks of paid vacation annually.
  • A vibrant and supportive workplace environment with regular celebrations, wellness initiatives, and a strong sense of team spirit.