Contact Center Experience Quality Specialist, IKEA

Contact Center Experience Quality Specialist

IKEA

Location:
United States, Baltimore

Category:
Call Center

Contract Type:
Employment contract

Salary:

56778.00 - 82328.25 USD / Year

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Job Description:

Leading quality initiatives and performing root cause analysis to capture customer feedback through all channels to enable continuous improvement at IKEA Contact Center

Job Responsibility:

Leading and performing root cause analysis for the country
Gather qualitative customer insight using all channels
Host calibration sessions across Call Center locations
Coordinate qualitative reviews and capture quality insight from partners
Perform qualitative deep-dives to support the Analytics team
Monitor customer contact and coach, onboard and train Team Leaders
Identify and prioritize learning needs for co-workers
Identify improvement areas in the Experience Design domain
Provide feedback to group Quality team

Requirements:

Minimum 5 years of experience in quality, customer experience or continuous improvement role
Minimum 3 years of experience working in a matrix organization, either within global/country set-up or across multiple sites/partners
Experience in leadership role
Experience working in cross-functional projects
Strong knowledge of customer needs and wishes throughout the shopping journey
Strong knowledge of monitoring and insights generation methodologies within omnichannel environments
Broad knowledge of the Call Center industry and design functions within globally steered organizations
General knowledge of continuous improvement functions within different industries
Strong analytical skills and ability to turn insights into improvement needs
Strong interpersonal skills with ability to engage and empower others

What we offer:

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rx plans
A fun and inclusive work environment

Additional Information:

Job Posted:
August 24, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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