Quality Assurance Analyst

Who you are

You’re passionate about service quality and continuous improvement, understanding human behaviour, how to exceed customer expectations and how to grow satisfaction with outstanding service and support. You have strong knowledge of monitoring and insights generation methodologies within omnichannel environments. You have analytical skills and ability to turn insights into improvement needs. You’re energized by coaching others with strong interpersonal skills with ability to engage and empower others.

**Responsibilities**:
As the Experience Quality Specialist, your responsibilities will include but not be limited to:
In this role, you will:

- Lead and perform proactive root cause analysis for country, in collaboration with Remote Analytics Specialist, to capture relevant insights
- Perform end-to-end journey monitoring to secure the perspectives of the customer
- Gather qualitative customer insight using all channels e.g., customer feedback, social media, call listening, web monitoring/replays in order to enable continuous performance improvement
- Host calibration sessions across Customer Support Centre and Remote Partners on “what good looks like” to define and share best practice, thus securing evaluation of customer interactions according to IKEA standards.
- Perform qualitative deep-dives, on own or global initiative, to support Remote Analytics to confirm data-driven hypotheses based on qualitative findings
- Identify and prioritize learning needs for co-workers, coordinating with Sales/Resolutions, Knowledge Specialists and People & Culture, to ensure continuous learning and development
- Identify improvement areas in the Experience Design domain to ensure adherence to quality standards
- Provide feedback to group Quality team connected to any needs or opportunities to secure resources for country specific improvements.

Together as a team

We are transforming how we meet our customers across all touchpoints to be seamless, effortless and enjoyable. And we know that customers love to interact with IKEA in many ways. Connecting with IKEA remotely (contact centre / omnichannel) has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life. In this role you secure that the country Customer Support Centre adheres to quality standards and gather detailed reasons for any deviations in order to create solutions, while driving a culture of strong customer focus.

ADDITIONAL INFORMATION

This is role is permanent full time, 76 hour per/fortnight. You must be available to work a mixture of shifts, including late nights and weekends.