Quality Control Analyst (Swedish Speaker)

Let’s start with the role

The Quality Control department is at the forefront of our commitment to consistently enhance the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPO's Customer Service. 

• Monitoring & Evaluation: Perform random quality evaluations according to the established Monitoring Guideline. Identify critical cases and escalate to the Team Leader. Analyze CSAT cases, tagging driver and sub-driver, and providing a complete diagnosis.
• Calibration & Feedback Support: Attend and help run weekly calibration meetings; trigger extra sessions. Provide actionable insights to Team Leaders to fuel coaching sessions.
• Reporting & Material Creation: Develop clear, concise reports to surface root causes and recommend corrective actions. Create training materials, slide decks, and one-pagers tailored to the audience’s needs.
• Process Improvement: Proactively suggest enhancements to monitoring guidelines, forms, and workflows. Assist in designing and maintaining the randomness table and the Calibration Gauge.

What you’ll bring:

• Experience in Quality Assurance, customer-service monitoring, or a closely related field (e.g., call-center auditing, CSAT analysis);
• Bachelor’s degree or equivalent professional certification;
• Demonstrated ability to collaborate cross-functionally and support peer coaching;
• Familiarity with BPO or shared-service environments preferred; experience with standard QA methodologies (5 Whys, Ishikawa, Pareto) and basic data-analysis tools (Excel, Google Sheets) is a plus;
• Native Swedish language skills & fluency in English.
• Demonstrated AI-first mindset, actively leveraging AI tools and assistants to improve productivity, problem-solving, and decision-making. Continuously exploring new AI capabilities and championing their practical adoption within teams, using AI as a natural part of day-to-day work rather than a supplementary tool.