We're looking for a Quality Analyst to join our Klarna 2nd-line project in Gothenburg. If you're passionate about quality, driven by data, and love helping teams grow and perform at their best – we’d love to hear from you.
Your Role:
As a Quality Analyst, you’ll independently monitor and drive service quality across voice and non-voice transactions. You’ll be a key player in agent development, process improvement, and client alignment.
Key Responsibilities:
- Monitor and evaluate voice and non-voice interactions using defined quality standards.
- Provide individual feedback to agents to promote awareness and continuous improvement.
- Lead and participate in calibration sessions with the client to ensure consistent quality evaluation standards.
- Support agent development in both quality and operational performance.
- Evaluate individual performance and deliver personalized coaching and training when needed.
- Brief team members on updates, changes, and new information.
- Deliver coaching, especially for new joiners.
- Regularly communicate with clients about service policies and quality outcomes.
- Participate in internal and external meetings for alignment and escalation handling.
- Provide ongoing support to agents on product- and process-related queries.
- Report daily to the Account Trainer & Quality Monitor on performance, improvement plans, and analysis.
- Monitor Customer Satisfaction Survey metrics (CSAT, DSAT, Transfer Rate), ensuring targets are met.
- Step in to support operations (inbound/outbound/non-voice) during peak times.
What We’re Looking For:
Required Skills & Qualifications:
- Excellent English communication skills (spoken and written)
- Proven role model for quality standards in the account
- Team player with a collaborative mindset and a desire to elevate others
- Proactive thinker with a knack for identifying trends and improvement areas
- Strong customer service orientation and dedication to customer satisfaction
- Analytical mindset with ability to translate data into actionable insights
- Exceptional attention to detail and ability to stay focused under pressure
- Effective time management and prioritization skills
- Solid MS Office skills, particularly in Excel and Outlook
Nice to Have:
- Familiarity with Klarna’s Payment Methods routines and handling guidelines
- Proficiency in Swedish
- Knowledge of any additional language(s)
Position Details:
- Start date: As soon as possible (interviews held on a rolling basis)
- Location: Sweden
- Employment: Full-time (40 hours/week)
- Contract: 6-month probation followed by permanent employment
- Working hours: Monday to Friday, 08:00–17:00
- Salary: Fixed salary + fixed supplemental pay