Quality Control Analyst (Swedish Speaker)

We are Kaizen Gaming

Kaizen Gaming the team powering Betano is one of the biggest GameTech companies in the world operating in 20 markets. We always aim to leverage cutting-edge technology providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners from 40 nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here therell be no average day for you. Ready to Press Play on Potential

Lets start with the role

The Quality Control department is at the forefront of our commitment to consistently enhance the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPOs Customer Service.

• Monitoring & Evaluation: Perform random quality evaluations according to the established Monitoring Guideline. Identify critical cases and escalate to the Team Leader. Analyze CSAT cases tagging driver and sub-driver and providing a complete diagnosis.
• Calibration & Feedback Support: Attend and help run weekly calibration meetings; trigger extra sessions. Provide actionable insights to Team Leaders to fuel coaching sessions.
• Reporting & Material Creation: Develop clear concise reports to surface root causes and recommend corrective actions. Create training materials slide decks and one-pagers tailored to the audiences needs.
• Process Improvement: Proactively suggest enhancements to monitoring guidelines forms and workflows. Assist in designing and maintaining the randomness table and the Calibration Gauge.

What youll bring:

• Experience in Quality Assurance customer-service monitoring or a closely related field (e.g. call-center auditing CSAT analysis);
• Bachelors degree or equivalent professional certification;
• Demonstrated ability to collaborate cross-functionally and support peer coaching;
• Familiarity with BPO or shared-service environments preferred; experience with standard QA methodologies (5 Whys Ishikawa Pareto) and basic data-analysis tools (Excel Google Sheets) is a plus;
• Native Swedish language skills & fluency in English.
• Demonstrated AI-first mindset actively leveraging AI tools and assistants to improve productivity problem-solving and decision-making. Continuously exploring new AI capabilities and championing their practical adoption within teams using AI as a natural part of day-to-day work rather than a supplementary tool.

Kaizen Gaming Perks

• Hybrid way of working
• A buddy will support you with your onboarding
• Competitive pay and bonus scheme
• Private health insurance for you and your family
• Monthly meal allowance
• Developmental 360 feedback framework
• Unlimited access to Udemy & continuous training
• Family Support
• #LI-Hybrid
• #LI-DK1