BPO Operations Specialist (Swedish Speaker)

Join Kaizen Gaming as a BPO Operations Specialist to enhance customer experience through back-office support. Ideal for those with BPO experience and proficiency in Swedish and English. We are Kaizen Gaming, the team powering Betano, one of the biggest GameTech companies in the world, operating in 20 markets. We leverage cutting-edge technology to provide the best experience to our millions of customers. Our diverse team of more than 2,700 Kaizeners spans across 3 continents.

• •Update daily metrics and promoter analysis files with the previous day's CSAT results.
• •Compile weekly CSAT performance reports for agents and Hubs.
• •Support the market and provide live/on-site assistance to BPOs.
• •Ensure BPOs meet company targets and track outlier performance.
• •Analyze promoter and detractor communications.
• •Escalate critical communications to the internal QC and/or BKO team.
• •Create and update FAQ materials for BPOs.
• •Collaborate with internal stakeholders on training material updates.
• •Work closely with internal QC analysts on operational calibrations.
• •Share operational improvement ideas with team management.

• •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.

• •2–3 years in a BPO or contact center environment; iGaming experience is a plus.
• •Proficiency in Swedish (C1+) and English.
• •Strong understanding of CS processes, KPIs, SLAs, and quality control.
• •Solid numerical and data analysis skills; comfortable with MS Office Suite.
• •Excellent communication skills, attention to detail, and a customer-first mindset.
• •Willingness to travel occasionally for on-site stakeholder meetings.