Quality & Knowledge Specialist

Customer Service Quality & Knowledge Specialist - New Delhi

H&M Group is seeking a driven Quality & Knowledge Specialist for its Customer Service operations in New Delhi, India. This role is crucial for maintaining and enhancing global customer service quality across your designated region and markets, working closely with both in-house and outsourced operations.

We are looking for a candidate with robust analytical skills and a strong business acumen to contribute to delivering exceptional customer experiences. A solid understanding of Quality Assurance and Knowledge Management within customer service is essential.

Key Responsibilities:

Quality Management:

• Oversee and maintain quality assurance processes and standards.
• Establish performance targets and monitor key performance indicators (KPIs) related to quality.
• Conduct calibration sessions and perform spot checks on partner quality personnel.
• Analyze performance data to identify trends and pinpoint areas for improvement.
• Report on quality metrics to senior management and relevant stakeholders.

Knowledge Management:

• Develop and update region/market-specific knowledge base content, ensuring accuracy and currency.
• Collaborate with the global knowledge and communication teams to align with business initiatives and knowledge management goals.
• Implement knowledge management strategies and maintain market-specific training materials.
• Facilitate 'train-the-trainer' sessions with partner training staff.

Specialist Role:

• Partner with your virtual team (Operations Leader and Communications Specialist) to optimize quality, efficiency, and performance of customer service teams.
• Engage with global and market stakeholders, serving as a subject matter expert for customer service inquiries.
• Provide guidance and support to partner quality teams to ensure adherence to established processes.
• Act as a point of contact for Data Privacy and Loss Prevention, collaborating with Global Security.

Qualifications:

This opportunity is ideal for an open-minded, inspirational, and communicative team player with a forward-thinking approach and a strong business mindset aligned with H&M values. We encourage candidates to be authentic, drive results, work towards goals, and embrace challenges with full commitment. A flexible mindset, confidence in your skills, and the courage to make decisions are highly valued.

• Strong coordinating skills with the ability to manage multiple workstreams concurrently.
• Exceptional analytical and quantitative problem-solving abilities.
• Proven experience in training and quality management within a customer service center environment.
• An insight-driven approach to business growth, taking ownership and accountability for delivering results aligned with vision and goals.
• Familiarity with data management and visualization tools such as Power BI.
• Advanced proficiency in Microsoft Excel, PowerPoint, and Word.
• An inclusive and positive attitude, openness to feedback, willingness to multitask, and eagerness to learn on the job.
• Excellent communication and influencing skills, with the ability to collaborate effectively towards a shared vision.
• Exceptional English communication skills, both written and spoken.
• Willingness to travel for business purposes as required.

Additional Information:

This is a full-time position based at H&M's office in Saket, New Delhi, India, reporting to the Customer Service Manager for India. Applications are accepted through the career page only until July 26, 2025.

H&M Group Benefits: H&M Group offers attractive global benefits including a staff discount card for all H&M Group brands and participation in the H&M Incentive Program (HIP). Local markets provide additional competitive perks.

Inclusion & Diversity: H&M Group is dedicated to fostering inclusive, diverse, and equitable workplaces. We value the contributions of a variety of individuals and believe that diversity drives innovation and success. All diversity dimensions are considered in our recruitment process. Please note that cover letters are not required to prevent unintentional biases.