Customer Experience Quality Assurance Specialist

Quality Assurance Specialist, Customer Experience- Pandora NAM

 

Do you want to be a part of the world’s leading jewellery company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organization of can-do spirited, passionate, and performance-driven people.

 

As a Quality Assurance Specialist within our call center operations, you will play a pivotal role in building and executing a forward-thinking, comprehensive Quality Assurance program that drives exceptional customer service across all channels—voice, email, and chat. We are seeking an experienced and technically adept professional with a proven track record of innovative problem-solving, lean leadership principles, and a proactive, can-do attitude. You are a performance-driven coach, passionate about empowering others to succeed while maintaining the highest standards of quality and efficiency. Your expertise will shape the evaluation frameworks, monitor customer interactions, and translate data-driven insights into actionable strategies that elevate both agent performance and the customer experience.

 

This role is instrumental in raising Pandora’s customer service standards across both internal and external call centers. You will collaborate closely with leadership to analyze contact drivers, assess agent performance using advanced evaluation methodologies, and interpret Voice of Customer feedback to identify performance gaps. Your ability to think creatively, challenge the status quo, and drive meaningful change will foster a culture of continuous improvement and operational excellence—ensuring every customer interaction aligns with our brand’s commitment to delivering exceptional experiences.

 

Grow with the world’s largest jewelry brand by joining our team and help us “give a voice to people’s loves”!

 

 

What you will do in this role:

 

Quality Monitoring & Analysis

• Regularly monitor customer interactions across all channels (voice, email, and chat) to identify process gaps, coaching opportunities, and areas for improvement, driving measurable improvements in service quality.
• Provide backup phone coverage as needed, including handling escalated calls, to maintain service levels and ensure seamless customer support.
• Analyze quality assurance data to identify actionable trends, sharing insights to inform strategy and improve customer satisfaction scores (CSAT) and Net Promoter Score (NPS).

 

Process Improvement

• Drive operational efficiency by identifying gaps in procedures and implementing strategic process enhancements that reduce escalations and improve first contact resolution (FCR).
• Collaborate with the leadership team to ensure process adjustments align with customer experience goals and support key performance indicators (KPIs).
• Develop and execute comprehensive quality assurance programs to elevate service delivery.
• Evaluate and recommend cutting-edge QA software and training solutions, ensuring the call center exceeds customer expectations and industry standards.

 

Best Practices & Documentation

• Stay ahead of changes in policies and customer service best practices, ensuring Standard Operating Procedures (SOPs) remain relevant and effective.
• Maintain a centralized, user-friendly documentation system, ensuring all materials are accurate, comprehensive, and accessible to the team.

 

Collaboration & Relationship Building

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