Support Quality Professional

5 days ago


Gothenburg, Västra Götaland, Sweden TN Sweden Full time

We are seeking a highly skilled Support Quality Professional to enhance our world-renowned Customer Support Team.

Key Responsibilities:
  • Quality Assurance (QA): Drive QA results via MaestroQA (~50% of time)
    • Identify trends and deliver data to drive quality improvement.
    • Grade cases, address appeals, and provide feedback to employees.
    • Maintain and adapt the grading rubric to meet changing business needs.
    • Lead regular calibration sessions to ensure consistency and identify areas for improvement.
    • Develop and maintain reports based on grades, CSAT, and other metrics.
  • Customer Support: Support customers and internal users who use EBCS in different platforms (~50% of time)
    • Respond to technical issues, answer product usage questions, onboard customers, handle subscription inquiries, and convey customer feedback.
    • Investigate technical issues and log cases with accurate information.
    • Report support issues, bugs, user concerns, and product feedback to the Technical Team, SOPX, and Leadership.


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