CS AI Quality Specialist

At Viaplay Group, we entertain millions of people every day through our streaming services, radio networks, and TV channels. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds. We’re looking for the best people to join us on our journey. Right now, we’re searching for a CS AI Quality Specialist in our Stockholm office – are you ready to hit play on an exciting career change? The role As a CS AI Quality Specialist, you will play an important role in improving how customers interact with our digital customer service across Allente and Viaplay. Working within the CS System and Transformation team, you will focus on the quality and continuous improvement of our AI-powered chatbots, customer service systems and processes. A key part of your role will be reviewing chatbot conversations, understanding where things work well and identifying where customers may need better answers or support. You will turn these observations into actionable suggestions and work closely with colleagues and relevant system owners to help improve bot content, knowledge and customer journeys. This is a hands-on role for someone who is curious about technology, enjoys problem-solving and wants to be part of developing smarter and more customer-friendly ways of working. You don't need to be an AI expert – we're looking for someone with the right mindset, analytical skills and willingness to learn. Your Responsibilities Will Include

• Reviewing chatbot conversations to assess accuracy, clarity and whether customers receive the help they need.
• Identifying recurring issues, gaps in bot knowledge and unnecessary handovers to customer service, and documenting findings and suggesting improvements.
• Supporting updates to bot content, knowledge articles and conversation flows together with relevant teams.
• Testing changes to chatbots and customer service systems, reporting issues and checking that improvements work as intended.
• Following up on basic quality measures and customer feedback, sharing insights and highlighting areas for improvement.
• Collaborating with colleagues across Allente and Viaplay to support the continuous improvement of customer service systems and processes.
• Following company policies and guidelines, including information security and data protection, while continuously developing your knowledge and skills.

What we’re looking for We understand you may feel confident ticking certain boxes more than others and that’s why we always keep an open mind in our recruitment process. But, in order to thrive in this role, we do believe you’ll have at least some experience in the following:

• Some experience working with customer service, digital tools, AI, chatbots or similar systems, either professionally or through relevant studies.
• An interest in AI and how technology can improve customer experiences.
• Strong attention to detail and the ability to spot patterns, identify issues and suggest improvements.
• Good analytical and problem-solving skills, with a structured approach to your work.
• Good communication skills and the ability to collaborate with different teams.
• A curious mindset and willingness to learn new systems, tools and ways of working.
• Fluent communication skills in English; Swedish or another Nordic language is a plus.

It’s a bonus if you have:

• Experience working with chatbots, AI tools or automated customer service solutions.
• Experience with customer service systems, CRM platforms or knowledge management tools.
• Experience reviewing customer interactions, analysing feedback or working with quality assurance.
• An interest in process improvement and digital customer journeys.
• A can-do attitude, a sense of humour and the ability to work humbly with others.

What we offer you We’ve got you covered! 30 days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift. Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance. A safe space to grow and up-skill. Our learning culture puts you in the driver’s seat of your own development. Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product – including series & viewing events, new release movie rentals, linear channels and more. Hit play today If this feels like your kind of challenge, make sure you apply by attaching your CV here – you may also want to add your LinkedIn profile. Please don’t send us your application via email because we won’t be able to accept it. We do, however, welcome any questions you may have about this particular position. Want to learn more about who we are and what we do? Check out our careers page or follow us on Instagram! We’re only ever a few clicks away.