Reference: TMST

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*You need to have an EU passport to apply for this position*

We offer

• Possibility to work from nice offices in Stockholm
• Career development possibilities within the company
• Health insurance

The job

As  team leader you will be responsible for supporting and developing your team to create great customer experience and ensure continuous improvement. This is done by focusing on adherence. continuous improvement, collaboration, and governance.

Your daily work will include tasks like these:

• Ensure that agents are adhering to the processes of handling customers and therefore meet and exceed requirements (KPI's).
• Make observations, identify, and analyse trends and patterns.
• Analyse operation’s quality performance and participate in audits and reviews.
• Present initiatives and achievements on business reviews
• Follow up on escalations for improvement

Your qualifications

💭 You speak and write Swedish at a B2 or C1 level and you can communicate in English (B1).

🎓 2-4 years experience as team leader and/or quality analyst. Knowledge of Lean, Six Sigma, PDCA, other quality improvement methodology and project exposure are an advantage.

💻 You have a good understanding and level of computer handling skills.

💪🏻 Strong analytical and interpretation skills with a "continuous improvement" and agile mindset.

🥇 You have strong communication skills, and you are flexible, take ownership, and you work well under pressure with deadlines.

If you have any questions about the position, please feel free to send an email to info@jobsqd.com. We are ready to help.