Cette offre est lié au département Operations
Mots clés:
Operations
On our path to becoming the world's favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries(e)We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love(e)We’re in search of global talent eager to embrace a hypergrowth atmosphere and defy their own expectations.
About the job.
We are supporting Klarna’s hyper-growth by enabling our organization and operations to move with the highest speed and quality(e)We are Klarna’s operational experts, driving efficiency and customer experience across our organization (e.g., Service, Payments, Disputes, Merchant Support, Underwriting/Onboarding)(e)Our 8 Leadership Principles guide our growth at Klarna, they are the constant in an ever-changing landscape.
Within Merchant Operations, the Quality Specialist will be responsible for ensuring performance in line with strategy and delivering lean, excellent services with high quality and efficiency(e)You would build strong interpersonal connections, put yourself into our merchants’ shoes and collaborate with stakeholders across organizational boundaries to implement solutions that drive lasting business value and high impact(e)You will be responsible for coordinating the delivery of Quality and Merchant Satisfaction in your assigned area by working closely with your team, Operations and Klarna’s partners.
About your responsibilities
- Measure and develop the way Klarna’s operational teams communicate and deliver service to our merchants.
- 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/MSAT and Quality metrics for your market.
- Support and drive initiatives to improve Klarna’s overall service quality standards
About what you’ll need
- Minimum of 3 years working experience in Service and/or E-commerce, preferably within Quality Assurance.
- Excellent verbal and written communication skills in the individual market language (French) plus proficient 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.
What we offer:
Diversity & Community
With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other(e)Diversity is part of who we are, and essential to our success.
Ownership & Impact
Here, every voice matters(e)We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space(e)
Trust & Collaboration
Successes and failures are won together at Klarna in a melting pot of teams(e)Win, lose, and learn, we’re on this path together.
The Klarna Work Policy is designed to make sure we foster team collaboration while also ensuring a productive and flexible work environment(e)We work 2 days per week in the office on agreed days, and then 3 flexible days(e)We’re also providing each Klarnaut with an annual financial contribution to improve their flexible work life whether they use it to upgrade their work accessories, or their home office space!
Challenges & Rewards
We take a very Swedish approach to benefits(e)Support for parents, health and wellness perks—we’ve got you covered(e)
About Klarna
Since 2005 Klarna has been on a mission to revolutionize the retail banking industry(e)With over 90 million global active users and 2 million transactions per day, Klarna is meeting the changing demands of consumers by helping them save time and money while better managing their cashflow and making informed decisions(e)Over 250,000 global retail partners, including H&M, Saks, Sephora, Macys, IKEA, Expedia Group, and Nike have integrated Klarna's innovative technology to deliver a seamless shopping experience online and in-store(e)With over 5,000 employees, Klarna is active in 20 markets and is one of the most highly-valued private fintechs globally, with a valuation of $45.6 billion(e)For more information, visit Klarna.com
It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender, identity, ethnicity, sexual orientation, disability status or religion(e)Please refrain from including your picture and age with the application(e)