Senior User Process Expert – QCM Salesforce – 10508

Veritaz is a leading IT staffing solutions provider in Sweden, committed to advancing individual careers and aiding employers in securing the perfect talent fit. With a proven track record of successful partnerships with top companies, we have rapidly grown our presence in the USA, Europe, and Sweden as a dependable and trusted resource within the IT industry.

Assignment Description:

We are looking for a Senior User Process Expert to join our dynamic team.

What you will work on:

• Act as the primary point of contact for user training and support, collaborating with the global Quality Champion network and utilizing the QCM platform and Microsoft 365 tools as key communication channels.
• Serve as the primary administrator for the QCM Salesforce platform, ensuring smooth operation and addressing any issues.
• Investigate and resolve production problems, coordinating with developers for resolution and follow-up.
• Lead the creation of documentation, cookbooks, and training materials for the QCM community.
• Conduct training sessions for local superusers using the train-the-trainer concept to ensure knowledge transfer and skill development.
• Communicate updates to users regarding new app releases, functionality, or enhancements.
• Gather and prioritize improvement requests, preparing use cases for the development sprints to enhance platform capabilities.

What you bring:

• Experience in a customer center environment or a global role directly supporting customer centers’ success within IT.
• Strong understanding of customer-related product claims processes, particularly within Product Quality or Support.
• Proficiency in ITBA Salesforce, with preferred experience in the QCM app.
• A Bachelor’s degree or diploma in Product Design, Computer Science, or a related field.
• Strong problem-solving and organizational skills, with a keen ability to manage multiple priorities.
• Excellent communication skills, with the ability to convey complex information clearly to diverse audiences.

Who you are:

• A fast learner with a curious nature, showing a deep interest in products and customers.
• Empathetic and user-oriented, always looking for ways to improve processes for better customer experiences.
• Collaborative and team-focused, eager to build and maintain strong relationships across the organization.
• Open-minded and adaptable with a global perspective, excited to learn and explore new opportunities.
• Passionate about continuous improvement and dedicated to fostering a positive user experience.