IKEA Contact Center Experience Quality Specialist

You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you. A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

Leading and performing root cause analysis for the country in partnership with other internal stakeholders to capture customer feedback through all channels to enable continuous improvement. • 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 Call Center locations in order to define and share best practice, thus securing evaluation of customer interactions according to IKEA standards. • Coordinate qualitative reviews and capture quality insight from partners in order to get insights of local performance, quality adherence and enable continuous performance improvement. • Perform qualitative deep-dives, on own or group initiative, to support the Analytics team in order to confirm data-driven hypotheses based on qualitative findings • Monitor customer contact and coach, onboard and train Team Leaders in evaluating co-worker quality in order to ensure adherence to quality standards • Identify and prioritize learning needs for co-workers, coordinating with Sales/Resolutions, Knowledge Specialists and People & Culture, in order to ensure continuous learning and development • Identify improvement areas in the Experience Design domain in order to ensure adherence to quality standards • Provide feedback to group Quality team connected to any needs or opportunities in order to secure resources for country specific improvements

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

You have minimum 5 years of experience in quality, customer experience or continuous improvement role, minimum 3 years of experience of working as part of a matrix organization, either within global/country set-up or across multiple sites/partners, ideally in a leadership role. You can also demonstrate experience of working in cross-functional projects. • Strong knowledge of customer needs and wishes throughout the shopping journey • Strong knowledge of monitoring and insights generation methodologies within omnichannel environments • Broad knowledge of the Call Center industry and in particular its design functions within globally steered organizations • General knowledge of continuous improvement functions within different industries, with focus on understanding and defining standards for customer and co-worker expectations • Strong analytical skills and ability to turn insights into improvement needs • Strong interpersonal skills with ability to engage and empower others If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.

At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more! JOB TYPE: Permanent, Salaried, Full-time BENEFITS ELIGIBLE: Yes Hybrid workplace: Up to 3 days in office(Baltimore) and other days remote (Open Availability Required) Salary Range: $56,778-$82,328.25 Generous paid time off, holiday and sick time WiselyPay – get earned wages up to two days early Paid parental leave (up to 16 weeks) KinderCare tuition discount   Retirement and bonus plans Co-worker discount, meal deal, and referral bonus Pet insurance program Education assistance and learning programs Safety shoe reimbursement 24/7 telehealth visits Dental and vision plans Medical and Rx plans (must work min. 20 hrs/wk) A fun and inclusive work environment Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role