Lenovo

As Premier Support Quality Assurance Specialist you will be across the entire end-to-end customer support journey and drive continual improvement. 

Using a very structured, robust and methodical approach across each day, week and month you will maintain positive momentum and achieve desired results. You will become intimately familiar with the many tools and reports available to monitor, review and analyses calls, emails and support ticket and use them to identify improvement opportunities. 

Working in collaboration with management, Technical Account Managers and senior technical teams you will act as their eyes and ears and help to develop and implement improvement initiatives and corrective action plans. You will have a very clear vision of what an exceptional service experience looks like and a plan to deliver.

The role can be based in Kista, Sweden or Oslo, Norway and you will be reporting to Technical Support Manager based in Sweden.

Key Focus areas

• Soft skills (verbal and written) including Greetings, Active Listening, Tone, Rapport Building, Confidence, Dead air, Expectation setting
• Documentation (Case notes) Quality, Completeness, Formatting & Consistency
• Case Management (Efficiency, Progression, Action Plans, Customer Updates, Case Closure)
• Compliance with established Policy and Processes and identification of Policy and Process gaps

Day-To-Day Tasks:

• Identify reporting and governance requirements to streamline QA processes
• Use and Maintain tools and reports to monitor, review and asses all aspects of customer support experience
• Identify gaps in behaviors, policy, processes, training and tools leading to less than exceptional support experiences
• Provide regular reporting back to management and periodically share focus items with wider team
• Provide on-the-spot coaching to frontline support agents and develop individual action plans in collaboration with manager
• Develop and deliver relevant training for the support team, new employees and individuals
• Develop corrective action plans in collaboration with Manager, Technical account manager and the senior support teams
  
  

Key Competencies Needed:

• Well organized with a structured and consistent approach to Quality Assurance
• Ability to coach and mentor our support agents in a constructive and effective manner
• Excellent written and verbal communication skills and ability to present / host
• High standards and high attention to detail
• Ability to think outside the box and come up with new and innovative approaches to drive continual improvement
• Business fluent in 2 Nordic languages and English
   

What Lenovo can offer You: 

• An open and stimulating environment within one of the most forward-thinking IT companies 
• Opportunities for career development & growth 
• Access to trainings for personal development 
• An international team with a high focus on Gender Diversity 
• Attractive compensation package and Performance based rewards 
  
  

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.