Quality Assurance Specialist - Swedish Speaking

ABOUT THE ROLE   

 The Quality Assurance Specialist will be responsible for conducting thorough reviews of the quality of customer support agents' interactions as well as providing feedback, coaching and training sessions. We also play a key role in evaluating current processes and developing procedural improvements.    

YOU WILL BE RESPONSIBLE FOR:  

• Conducting quality evaluations for agents.
• Conducting face-to-face training and coaching sessions as required.
• Suggesting improvements to workflows, procedures and processes
• Ensure that all used macros are up to date and suggest changes and implementation of additional macros to deliver the best Customer Experience.
• Identifying customer needs and taking proactive steps to maintain positive experiences, including performing outbound phone calls or conducting coaching sessions when needed.
• Analysing and interpreting customer feedback and escalating this to other departments when needed.
• Proactively maintaining and delivering the required service levels to maximise the team's productivity to support the desired operational efficiency and increase customer satisfaction.
• Answering customers' enquiries for LeoVegas and all other brands via chat and email in a timely and professional manner when needed.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:    

ESSENTIAL SKILLS

• Fluent in Swedish and English
• Excellent attention to detail.
• Strong time management and organisational skills.
• Ability to prioritize and plan daily tasks using time efficiently, demonstrating thoroughness and monitoring own work to ensure quality.
• Impeccable initiative and proactivity.

NICE TO HAVE

• Knowledge or experience in the iGaming industry
• Previous experience in a Quality Assurance role

WHO ARE WE   

At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices world-wide.   

BENEFITS    

• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.

JOIN US!    

In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!    

Would you be a good fit for the Leo Pride - give us a roar!  

**As our company working language is English we’d like to see your CV in English please**