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.