Quality Specialist, Customer Operations
vor 2 Stunden
About Klarna
Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants - with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 5000+ employees from 100+ nationalities.
About the Job
We are supporting Klarna’s hyper-growth by enabling our organization and operations to move with the highest speed and quality. We are Klarna’s operational experts, driving efficiency and customer experience across our organization (e.g., Service, Payments, Disputes, Merchant Support, Underwriting/Onboarding). Our 8 Leadership Principles guide our growth at Klarna, they are the constant in an ever-changing landscape
Within Operations, the Quality Specialist will be responsible for ensuring performance in line with the strategy and delivering lean, excellent services with high quality and efficiency. You would build strong interpersonal connections, put yourself into our customers’ shoes, and collaborate with stakeholders across organizational boundaries to implement solutions that drive lasting business value and high impact. You will be responsible for coordinating the delivery of Quality and Customer Satisfaction in your assigned area by working closely with your team, Operations, and Klarna’s partners.
Tasks
What you'll do
- Measure and develop the way Klarna’s operational teams communicate and deliver service to our customers.
- Manage and support Klarna’s outsourcing suppliers for your market to ensure they meet the agreed upon KPIs.
- Analyze data points on a daily basis to identify trends and improvement opportunities, and drive Contact Resolution/CSAT and Quality metrics for your market.
- Support and drive initiatives to improve Klarna’s overall service quality standards.
**Requirements**:
What you'll need
- Bachelor’s degree in Business Administration/other relevant field or equivalent experience
- Minimum of 2 years working experience in Service and/or E-commerce, preferably within Quality Assurance
- Excellent verbal and written communication skills in English and German
- Service and customer obsession mindset
- Ability to thrive in a fast-paced and evolving environment
- Data-driven mindset, strong analytical and problem-solving ability
- Strong stakeholder management skills and ability to perform under pressure
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