BPO Analyst - (Swedish Language Speaking)

Job Description

BPO Analyst - Call/Chat/Email Audit Process (Swedish Language Speaking)

Location: Milan

Type: Full-time

Vertical: Digital

Summary

We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process. The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service. The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency. You will also possess at least Swedex C2 level of Swedish language proficiency.

Responsibilities

• Quality Audits & Compliance:
  • Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines.
  • Identify service gaps, communication errors, and training needs to improve overall customer experience.
  • Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.
• Performance Evaluation:
  • Provide constructive feedback to agents and team leads to enhance service quality.
  • Identify trends and recurring issues in customer interactions and recommend improvement strategies.
• Process Optimization & Training Support:
  • Collaborate with team lead to suggest quality and coaching materials.
  • Develop and implement best practices for handling customer interactions across voice, chat, and email.
  • Work on process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.

Eligibility Requirements

• Education & Experience:
  • Bachelor's degree in any field.
• Communication & Attention to Detail:
  • Excellent verbal and written communication skills.
  • Strong problem-solving and analytical thinking abilities.
  • Ability to multitask, work in fast-paced environments, and adapt to evolving business needs.
  • At least Polish C2 level of language proficiency

About eClerx

eClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 17,000+ people across its global sites in the US, Canada, UK, Australia, Italy, Germany, Switzerland, Dubai and Singapore, along with its delivery centers in India and Thailand. For more information, visit www.eclerx.com

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here