Job Description
Customer Service Quality Control Manager
Location: Stockholm
About us
Green SM is a leading electric vehicle and sustainable mobility solutions provider headquartered in Vietnam. We are expanding globally and preparing to launch operations in the EU, with the ambition to transform urban transportation through high-quality, sustainable mobility services.
Website: Green SM - Electric Mobility Service, 5-Star Quality | Green SM
Position Overview
The Customer Service Quality Control Manager leads quality assurance across all customer service channels. The role monitors service performance, identifies quality gaps, and drives improvement actions to ensure a consistent and high-quality customer experience.
Key Responsibilities
- Build and maintain customer service quality standards, scorecards, monitoring plans, and guidelines.
- Monitor calls, chats, emails, complaints, and other customer interactions for quality and compliance.
- Analyze QA results, CSAT, FCR, complaint trends, and recurring issues; prepare reports and improvement recommendations.
- Lead root-cause analysis and follow up corrective actions for serious or repeated quality issues.
- Coordinate calibration, coaching, and training with Customer Service Operations and Training teams.
- Review and improve SOPs, workflows, escalation processes, and quality controls.
- Support the effective use of CRM, call-recording, ticketing, quality-monitoring, and reporting tools.
- Lead the Quality Control team and report key risks, trends, and priorities to management.
Requirements
- Bachelor's degree in Business Administration, Quality Management, Customer Experience, Communications, or a related field.
- 6+ years of relevant experience, including at least 2 years in a supervisory or managerial role.
- Strong experience in quality monitoring, scorecards, calibration, complaint analysis, root-cause analysis, and corrective actions.
- Good understanding of contact center operations, SLAs, KPIs, customer experience metrics, and multi-channel support.
- Strong analytical, leadership, coaching, communication, and stakeholder-management skills.
- Fluent English; Danish, Swedish, or another relevant local language is an advantage.
- Experience in mobility, transportation, logistics, e-commerce, retail, technology, or another high-volume service industry is preferred.
*We appreciate your interest in this opportunity. Due to the high volume of applications, only shortlisted candidates will be contacted. Thank you for your understanding.*