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Klarna

Quality Lead, Customer Operations

Stockholm, Sweden
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 Lead will be responsible for driving performance in line with strategy and delivering lean, excellent operations and 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 for your market(s) by working closely with your team, Market Owner and Operations Leads. 

What you'll do:

  • Ensure Klarna’s quality framework and processes are implemented and aligned for your market. 
  • Manage your market to ensure they meet the agreed upon KPIs, together with the Operations Leads for the market.
  • Analyze data points on a daily basis to identify trends and improvement opportunities, and drive Contact Resolution/CSAT and Quality metrics for your market.
  • Coach your team of specialists to ensure their development and performance is aligned with the delivery expectations. 
  • Support global initiatives to improve Klarna’s overall service quality standards.

What you'll need

  • Bachelor’s degree in Business Administration/other relevant field or equivalent experience
  • Minimum of 3 years working experience in Service and/or E-commerce, preferably within Quality Assurance
  • Minimum 2 years of experience in building, mentoring, and inspiring a high performing professional team 
  • Excellent verbal and written communication skills in English
  • 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 
Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.

Interested in this position?

Apply now

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