Quality Control Analyst (Swedish Speaker)

About the role

As a Quality Control Analyst at Kaizen Gaming, you will play a crucial role in monitoring and evaluating customer service quality. Your responsibilities include performing quality assessments, analyzing customer satisfaction cases, and providing actionable insights to improve processes. Your work will directly impact the customer experience for millions of users across various markets.

You will join a diverse team within a hybrid work environment, collaborating cross-functionally to support peer coaching and enhance overall service quality. Success in this role involves proactively suggesting enhancements, creating training materials, and leveraging AI tools to optimize productivity and decision-making.

Skills that matter here

• Quality Assurance: This role requires experience in quality assurance to monitor and evaluate customer service quality.
• customer-service monitoring: You will be responsible for assessing customer service interactions to ensure high standards.
• data-analysis tools: Basic data-analysis tools like Excel will be used to analyze customer satisfaction cases.
• AI tools: An AI-first mindset is essential for leveraging AI tools to improve productivity and problem-solving.

Who this role suits

• Candidates should have a background in quality assurance or customer service monitoring.
• A collaborative and proactive approach to problem-solving is important.
• Fluency in Swedish and English is essential for effective communication.
• Experience in a BPO or shared-service environment is preferred.

From the employer

As a Quality Control Analyst you will:

• Monitoring & Evaluation: Perform random quality evaluations according to the established Monitoring Guideline. Identify critical cases and escalate to the Team Leader. Analyze CSAT cases, tagging driver and sub-driver, and providing a complete diagnosis.
• Calibration & Feedback Support: Attend and help run weekly calibration meetings; trigger extra sessions. Provide actionable insights to Team Leaders to fuel coaching sessions.
• Reporting & Material Creation: Develop clear, concise reports to surface root causes and recommend corrective actions. Create training materials, slide decks, and one-pagers tailored to the audience’s needs.
• Process Improvement: Proactively suggest enhancements to monitoring guidelines, forms, and workflows. Assist in designing and maintaining the randomness table and the Calibration Gauge.

What you’ll bring:

• Experience in Quality Assurance, customer-service monitoring, or a closely related field (e.g., call-center auditing, CSAT analysis);
• Bachelor’s degree or equivalent professional certification;
• Demonstrated ability to collaborate cross-functionally and support peer coaching;
• Familiarity with BPO or shared-service environments preferred;
• Experience with standard QA methodologies (5 Whys, Ishikawa, Pareto) and basic data-analysis tools (Excel, Google Sheets) is a plus;
• Native Swedish language skills & fluency in English;
• Demonstrated AI-first mindset, actively leveraging AI tools and assistants to improve productivity, problem-solving, and decision-making. Continuously exploring new AI capabilities and championing their practical adoption within teams, using AI as a natural part of day-to-day work rather than a supplementary tool.

Kaizen Gaming Perks

• Hybrid way of working
• A buddy will support you with your onboarding
• Competitive pay and bonus scheme
• Private health insurance for you and your family
• Monthly meal allowance
• Developmental 360° feedback framework
• Unlimited access to Udemy & continuous training
• Family Support