Who are we? Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future. Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent. We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future. Customer Care – let’s introduce ourselves Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars. To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless, and respectful experiences. To succeed, we need the right talent, and that’s where you come in! Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey! What you’ll do In the role as Customer Care Quality Assurance Analyst, you’ll join a dynamic team in the Nordic Hub with the opportunity to improve our quality standards. You will perform contact monitoring across all channels, providing feedback to agents and trend data to site management. All scoring and feedback will be housed in our quality monitoring data management system to compile and track performance at team and individual level. You will own and drive activities from our business plan and goals. This involves securing processes, tools, service standards, ways of working, and that the Hub has a common way of working in everything we do. In this role you will provide coaching and support to the customer care agents which secures planning and delivering learning and staff development. You will oversee the requirements of the internal complaint investigation policy and procedures and contribute to any ad-hoc projects or policy updates as required. This role is based at our HQ in Gothenburg. We apply a flexible way of working, combining work from the office with work from home. What you’ll bring Do you recognize yourself in having a genuine interest in providing excellent customer service and is motivated by working in a fast-paced, dynamic team facing challenges in an optimistic way? Then this could be the right opportunity for you. * Former experience from a similar role is a must, preferably from a contact centre or a call centre. * Fluent in English and Swedish, oral and written. * You are a self-starter with strong attention to details. * You are solution oriented and an excellent communicator. * You are energetic with a flexible approach. * You can communicate with stakeholders at various levels of the organization. * You can deal with complex issues surrounding compliance and best practice. Want to know more? We hope so We welcome you to apply in English by 7th of April at the latest. Please apply through the provided link. Applications submitted via email will not be retained or taken into consideration. Once you receive a confirmation email from the system, your application will be acknowledged. We are committed to keeping you informed during the entire process. If you have any inquiries about the role, please reach out to hiring manager Tina Fernandes at [email protected]. For questions regarding the recruitment process, please reach out to recruiter Alice Elisson at [email protected].