BPO Operations Specialist (Swedish Speaker)

Your responsibilities will include a range of critical tasks that are vital to the seamless operation of the business. As a BPO Operations Specialist, you will: Daily Metric & Promoter Analysis Management: Update daily metrics and promoter analysis files with the previous day's CSAT results and promoter communications to maintain real-time data accuracy. Performance Reporting & Tracking: Compile weekly CSAT performance reports for agents and Hubs, and create comprehensive weekly team reports to provide visibility into operational trends. Strategic Market, BPO & User Support: Support the market, provide live/on-site assistance to BPOs (travel required based on location), and handle live chats or calls with users for assistance when necessary. BPO Target Delivery & Outlier Management: Take all necessary actions to ensure BPOs meet company targets, while tracking outlier performance and providing critical feedback on negative trends. Advanced Communication & Sentiment Analysis: Analyze promoter and detractor communications to assess controllability and criticality, while identifying key trends and opportunities for improvement. Critical Escalations & Ticket Management: Escalate critical/highly critical communications to the internal QC and/or BKO team, and create EFM tickets to address operational bottlenecks promptly. Knowledge Base & Content Optimization: Create and update FAQ materials for BPOs, and proactively suggest improvements or corrections for our Knowledge Base (KB), Help Center (HC), and site content. Cross-Functional Trainer & Stakeholder Alignment: Collaborate with internal stakeholders to maintain best practices and coordinate directly with internal trainers regarding training material updates. Quality Control & Calibration Leadership: Work closely with internal QC analysts on operational calibrations and participate in meetings between internal and external QC analysts to ensure alignment. Continuous Improvement & Performance Review: Share operational improvement ideas with team management to boost performance, and systematically review the performance results of internal teams following the implementation of process changes . What you'll bring: 2–3 years in a BPO or contact center environment; iGaming experience is considered a plus; Proficiency in Swedish (C1+) and English ; Swedish market experience is an advantage; Strong understanding of CS processes, KPIs, SLAs, and quality control; Solid numerical and data analysis skills; comfortable with MS Office Suite; Excellent communication skills, attention to detail, and a customer-first mindset; Willingness to travel occasionally for on-site stakeholder meetings. 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 #LI-Hybrid #LI-DK1 Recruitment Privacy Notice Regarding the data you share with us, you may find and read our recruitment privacy notice here . We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.