What are the responsibilities and job description for the Customer Experience Quality Assurance Specialist position at Pandora?
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
Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.
Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.
Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.
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).
- 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.
- 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.
- Build and maintain strong partnerships with Customer Experience leadership to foster trust and facilitate seamless communication across teams.
- Collaborate with training and operations teams to align quality initiatives with business objectives, driving continuous improvement.
- Actively contribute to team meetings, presenting trends, agent feedback, and actionable recommendations to enhance performance.
- Support recruiting and onboarding efforts by providing insights into QA best practices and expectations.
- Partner with Training Specialists to identify and address the skill gaps of new and tenured agents, ensuring alignment with quality standards.
- Develop and refine training materials, ensuring agents have access to accurate resources that support their success.
- Continuously expand expertise in product knowledge, call center performance metrics, and functional requirements, sharing insights to enhance agent proficiency.
- Leverage customer feedback, surveys, and other Voice of Customer (VoC) data to uncover and address customer pain points, preferences, and satisfaction drivers.
- Develop and implement customer engagement strategies that enhance agent efficiency and improve customer sentiment in the North American market.
- Use VoC insights to guide continuous improvement initiatives, directly contributing to CSAT and NPS improvements.
- Conduct root cause analyses for escalated cases, delivering swift resolutions and creating protocols to prevent future occurrences.
- Document insights and lessons learned from escalations, integrating them into broader quality improvement initiatives.
- Deliver real-time, actionable feedback to agents, ensuring they meet and exceed quality expectations in line with customer needs and brand standards.
- Provide detailed, written feedback to management for use in compliance audits and performance coaching, driving measurable improvements in agent performance.
- Regularly assess service processes for their effectiveness, efficiency, and alignment with company standards, proposing improvements that reduce customer effort and increase satisfaction.
- Implement changes based on data-driven insights, contributing to measurable reductions in escalation rates and increased FCR.
- Manage and maintain the electronic reference center, ensuring all SOPs and training content remain accurate, up-to-date, and aligned with current practices.
- Establish and follow a rigorous schedule of quality checks to ensure content relevance and accuracy.
- Identify and execute opportunities to improve SOPs, driving operational consistency and efficiency.
- Education : Bachelor’s Degree or equivalent in Business Administration, Industrial Psychology, Quality Management, Operations Management, or a related field.
- Experience : At least 6 years of experience leading or supporting quality assurance initiatives in a high-volume call center environment.
- Interpersonal Skills : Exceptional people skills with demonstrated empathy, intuition, and the ability to ask insightful questions. Skilled at coaching, mentoring, and inspiring others to achieve their best performance.
- Communication Skills : Exceptional verbal and written communication skills, with the ability to deliver constructive feedback effectively and foster open dialogue.
- Visualization Expertise : Advanced visual storytelling and data visualization skills to effectively present performance trends and actionable recommendations.
- Operational Knowledge : In-depth understanding of customer service operational standards, principles, and best practices.
- Attention to Detail : Strong attention to detail with a proactive mindset and ability to execute tasks quickly and accurately.
- Organization & Time Management : Proven ability to multitask, manage time effectively, and stay organized in a fast-paced environment.
- Leadership Skills : Confident facilitator, skilled in leading group workshops and fostering collaboration across teams.
- Technical Proficiency : Proficient in Microsoft Office Suite, Salesforce, IBM systems, Warehouse Management Systems (WMS), and quality assurance tools.
- Call Center Expertise : Hands-on experience in call center quality assurance or related roles, with a proven track record of driving measurable improvements.
Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.
Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.
Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.
