We are looking for a Quality Analyst for the Klarna SE project in Gothenburg
Scope of functions:
- Independent quality monitoring in the areas of voice transactions within the account regarding common quality assurance measures.
- Providing feedback to agents based on monitoring activities in order to increase their awareness of quality-effective working methods and to expand their knowledge.
- Agent development in relation to quality and operational performance.
- Monitoring and evaluation of individual performance results on an agent-by-agent basis including personalized feedback for agents and (as needed) training and administration personnel.
- Briefing employees when changes occur, or new information is introduced.
- On-the-floor coaching of rookies and other employees.
- Escalation and regular, documented exchange with the client regarding current service policies and quality results.
- Participation in regular internal and external telephone conferences for information exchange regarding updates/ escalations.
- Ongoing support of agents in all product- and process-related issues.
- Reporting daily to the account trainer & quality monitor on quality target achievements & action planning to improve quality performance. Analysis of all results, values and figures as a basis for corrective measures and reporting training personnel and team managers.
- Customer Satisfaction Survey – ensuring CR/CSAT/DSAT/Transfer Rate target achievement.
- Working on the hotline (inbound/outbound/non-voice) during peak times to support overall performance
Requirements:
- Member of the relevant project
- Role model – you are representing the quality expectations of the Klarna SE account and are already achieving and exceeding the quality expectations.
- Team player – you are able to work in a team and contribute to the success of each team member to ensure the team’s success.
- Thinking ahead – you have a passion to understand tendencies and proactively address any challenges. You have ideas for developing hands-on content for training and coaching sessions.
- Strong customer service orientation – your passion is good customer service. You strive to explore new ways to increase customer satisfaction while ensuring all routines and requirements are being adhered to.
- Expert – You have good knowledge of the routines and handling guidelines of the Klarna SE account.
- Analyst – you have an affinity to analyzing data to define gaps and development opportunities both on an individual and team level.
- You have a strong attention to detail and even in stressful environments you never lose focus.
- You have proved good time management skills, can efficiently prioritize tasks and have an affinity for operative business activities.
- You have proficiency in the MS Office suite (particularly Excel and Outlook) and effective use of spreadsheet programs.