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 operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
Monitor and evaluate agent-customer interactions (calls, emails, chat, etc.) to assess adherence to quality standards, policies, and procedures.
Conduct call monitoring and scoring using established quality scorecards and evaluation criteria.
Provide constructive and actionable feedback to contact center agents based on evaluation findings to drive performance improvement.
Participate in calibration sessions with team leaders and trainers to ensure consistency and objectivity in the evaluation process.
Analyze quality metrics (e.g., quality scores, Customer Satisfaction (CSAT), First Contact Resolution (FCR)) to identify trends, root causes of issues, and areas for improvement.
Prepare comprehensive quality reports and performance analyses for management and relevant stakeholders.
Collaborate with the Training and Coaching teams to develop and recommend targeted training programs based on identified skill and knowledge gaps.
Assist in the development and maintenance of quality assurance standards, scorecards, and process documentation (SOPs).
Ensure agents comply with regulatory requirements and company policies related to customer interactions and data privacy.
Identify and report systemic operational or process issues that impact customer experience or agent performance.
1-3+ years of experience in a Contact Center environment, preferably in a Quality Assurance (QA) or Coaching role.
Demonstrable prior experience monitoring and evaluating customer interactions (calls, emails, chat).
- Experience conducting calibration sessions with leadership and training teams is highly desirable.
Exceptional Attention to Detail: Must be meticulous in evaluating interactions against complex criteria.
Strong Analytical and Critical Thinking Skills: The ability to be objective and data-driven in assessments.
Outstanding Communication Skills (Written and Verbal): Essential for delivering clear, constructive, and professional feedback to agents and creating comprehensive reports for management.
Coaching and Interpersonal Skills: The capacity to deliver feedback empathetically and motivate agents to improve their performance.
Time Management and Organization: Ability to manage a high volume of monitoring tasks and meet deadlines.
Problem-Solving: Proactive approach to identifying and proposing solutions for quality or process gaps.
