Job Description

As Customer Service Quality & Knowledge Specialists, you will be responsible for quality & knowledge management for your region / markets. You will be responsible for collaboration with both In-house and Out-sourced operations, maintaining and increasing CS global quality. We are looking for a specialist with strong analytical skills and a business mindset that contributes to delivering excellent customer service. You will also have a good understanding of Quality and Knowledge in Customer services. 

Your Key responsibilities include:

Quality :

Maintain and control quality assurance processes and standards.Set targets and track key performance indicators (KPIs) related to quality.Calibrate and spot-check partners quality personnel.Analyze performance data to identify trends and areas for improvement.Report on quality metrics to senior management and relevant stakeholders

Knowledge :

Create and update region / market specific knowledge base content and ensure that it is accurate and up to date. Collaborate with the global knowledge and communication team to meet business initiatives and goals for knowledge management.Implement knowledge management and maintain market specific training material and run train the trainer with partner training staff.

Specialist

Collaborate with your virtual team (OPS Leader and Comms Specialist) to ensure best possible quality, efficiency and performance by customer service teams.Work with global & market stakeholders and be a subject matter expert for customer service-related questions.Provide guidance and support to partner quality teams to ensure adherence to established processes.Be point of contact for Data Privacy and Loss Prevention & collaborate with Global Security.

Please refer to the attached role description

Qualifications

This is an opportunity for an open-minded, inspirational, communicative, forward-thinking team player with a strong business mindset in line with the H&M values. We ask you to be yourself, drive results, work towards goals and go for it with everything you’ve got.  We want you to bring a flexible mindset and being confident in your own skill and daring to take decisions. 

Besides your personality we see that: 

Strong coordinating skills with ability to oversee multiple workstreams. 

Exceptional analytical and quantitative problem-solving skills. 

Experience in training and quality in a customer service center. 

You have an insight driven approach to business growth, where you take responsibility and are accountable to deliver results in line with vision and goals. 

Familiarity with data management and visualization systems such as Power BI. 

Advanced Microsoft Excel, PowerPoint, and Word capabilities 

Inclusive, positive, open to feedback, willing to multitask and learn on the job. 

You are a strong communicator with great ability to influence others and collaborate on a shared vision. 

Excellent communication skills in English, both written & spoken. 

Willingness to travel for business purposes as needed 

Additional Information

This is a full-time position, reporting to the Customer Service Manager for India.

This position is based at the Office in Saket, New Delhi, India.

Apply by sending in your CV in English as soon as possible, but no later than July 26, 2025. Due to data policies, we only accept applications through career page.

Global Benefits

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.

In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.

Inclusion & Diversity

H&M is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.

We strive to have a fair and equal process and therefore kindly ask you not to attach a cover letter in your application as they often contain information that easily can trigger unintentional biases.

Company Description

H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way. Learn more about H&M  here