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Klarna

Quality Specialist, Customer Operations [Dutch]

Madrid, Spain
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.

Are you passionate about service, communication and data analysis? Are you an engaged problem solver who loves to help other people grow in their role? Do you love working towards KPIs and improvement opportunities? Sounds like you?
Great, keep on reading as we have the perfect opportunity for you. We are looking for a fluent Dutch speaker to join the Quality Netherlands team.

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.

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 (preferably fluency in one of the following: Danish, Dutch, Finnish, French, German, Italian, Norwegian or Swedish)
  • 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 
Location: Madrid, Spain



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.

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