Quality Assurance Specialist

**Company description**
The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them.

We are determined to bring a little bit of Sweden to Mexico.
**Job description**
I use my knowledge of IKEA and Quality Management Frameworks and systems, to work together with the contact centre management group and the team, in an inspiring and supportive way.

I create, update and maintain a quality management framework for the contact centres across the region where applicable.

At the same time, I also take responsibility for the accuracy and updating of all FAQ’s and information across various channels both internal and external directly pertaining to our customers. To better collect and analyse customer insights with various efficient ways and look to leverage on our self-serve concept, in order to sustain long-term profitability for Ikea.
**Customers**:

- I ensure customers receive a consistent level and level of service by focusing on measuring and maintaining quality through a quality framework.
- I will act as the Voice of the Customer by collecting and collating feedback, developing reports and providing insights and analysis via contact information sampling and using the methodology defined in the quality framework.
- To improve the customer shopping experience, I am responsible for the updating of information for accuracy and relevancy on our self-serve tools and websites, in conjunction and partnering with other departments such as PR, Marketing, and Sales.
**Commercial**:

- Proactively working with business departments in the contact centre, to understand the business plan and long-term development needs based on customer service requirements.
- Understanding the IKEA range and business goal, and be good at find out the potential performance improvement opportunities in the contact centres, not only from a Quality stand point, but also a business point of view.
- Good knowledge of rules and guidelines of contact centre business, as well as store related functions.
- Having in place service agreements with external service providers (e.g. Quality monitoring, Survey, Analysis/Market Research), and responsibility to manage the provider in terms of service provided and terms of contract/scope of work.
**People**:

- I actively support and develop cooperation across all areas of contact centre, through working closely together, sharing knowledge and understanding each other’s responsibilities, in order to achieve our common objectives.
- I pass on my knowledge to colleagues and encourage them to do the same.
- I keep my colleagues informed so that they can perform their roles effectively.
**Financial**:

- I have an overview of the contact centre and customer relations action plan and understand how the Quality system and platform support this.
- I take responsibility for the creation, updating and management of the Quality Management system in a fiscally responsible manner.
- Act as the contact person for all Quality operations
- internal and external, supporting colleagues for any Quality related-issues.
- Ensure all administrative documentation is processed and filed in an accurate, timely and cost effective manner.
- I look for more effective ways of working to reduce costs, drive new customer activation, retention, repurchase rates, and reduce churn.
**Qualification**
- Good knowledge of how to support IKEA customers before, during and after they have made purchases, and how the Customer Contact Centre acts as the main support channel.
- Solid knowledge of the Customer Support/Contact Centre business.
- Experience of the easy buying process.
- Intermediate knowledge of budget responsibility and a basic understanding of profit and loss to plan, follow up and steer the business.
- Proven record of successful Quality Management system implementation.
- Change management expertise.
- Ability to communicate in **English** and Spanish (Spoken and written)
- IKEA Brand, IKEA culture and values.
- Market research and customer insights, including sources.
- Relevant processes, tools and working methods for the role.
- Legal requirements and third-party contracts.
- Previous experience in a Quality and Contact Centre related role, with proven analytical and implementation skills.
- Understand profit and loss, and how to affect its result through actions.
- Experienced in setting and implementing action plans, providing clear direction and following up on goals.
- Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
**More Information**
This position is based in **Mexico City** and offers a rare opportunity to be part of the establishment of IKEA in a whole new market. You will get a chance to push boundaries and influence the direction of IKEA in Mexico. All as part of a caring and open culture wher