Who are Benifex? 💚💜

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀

Why should you apply? 🌟

• Impact: Play a key role in ensuring platform stability, quality, and operational excellence across our platform.

• Ownership: Lead structured root‑cause analysis, risk and quality processes, and drive data‑informed improvements that have a measurable business impact.

• Problem-solving at scale: Work with complex incidents and deliver high‑quality second‑line support in a business‑critical environment.

• Collaboration: Work closely with engineering, operations, product, and commercial teams — translating technical insights into business‑ready actions.

• Top 10 Employer, Sunday Times Best Places to Work Awards

• Work for a profitable, fast-growing market leader in the online reward and benefits space

Please note we are unable to offer visa sponsorship and require people to be based in Sweden for this position.

Role Overview 🚀

We’re looking for an Operations Quality Specialist to help ensure consistent quality, operational stability, and risk management across our platform.

In this role, you will receive and evaluate incoming incidents, manage risk and quality cases, carry out structured root‑cause analysis, and drive continuous improvement through data‑driven insights. You’ll document findings clearly, maintain ISO‑aligned practices, and translate technical outcomes into actionable recommendations for internal stakeholders.

You’ll work closely with engineering, delivery, product, customer success (CSM/Marketplace) and finance to identify patterns, propose platform and process improvements, and maintain a strong feedback loop. This role is central to keeping our platform reliable, efficient, and aligned with best‑practice quality standards.

You will report directly to the Operations Quality Lead.

Responsibilities 🤘

Quality, Risk & Incident Management

• Receive and evaluate incidents, determining next steps and required stakeholders.

• Manage and document risk and quality cases, sharing key findings with internal teams.

• Conduct and document structured Root Cause Analysis (RCA) with clear issue statements, timelines, ownership, and preventive actions.

• Support major‑incident investigations and contribute to best‑practice incident management.

• Deliver high‑quality second‑line support and handle complex issues with professionalism.

Analysis & Continuous Improvement

• Analyse operational and user‑experience issues to spot patterns and propose preventive improvements.

• Maintain and improve quality and risk processes focused on stability, efficiency, and customer experience.

• Drive preventive problem‑solving to reduce repeat incidents.

• Support goal‑setting and performance tracking for the Operations Quality function.

Coaching, Communication & Lessons Learned

• Lead or contribute to lessons learned reviews and ensure actions are followed through.

• Translate technical details into clear, actionable insights for non‑technical stakeholders.

• Support quality assurance for planned communications like releases and maintenance notifications.

• Participate in internal and external stakeholder communication where required (e.g., CSM, vendors).

Documentation & Compliance

• Ensure ISO‑compliant documentation and permission‑management practices.

• Maintain complete, searchable records for incidents, RCAs, and risk/quality cases.

What we're looking for 🔎

Experience

• Experience in quality, risk, operations, problem or incident management in a technical setting.

• Hands‑on experience conducting Root Cause Analysis (RCA) and supporting incident investigations.

• Experience working with engineering, delivery, product, or customer success teams.

• Familiarity with structured documentation.

• Experience with Jira or similar ticketing tools.

Nice‑to‑have knowledge

• Understanding of Java script, APIs, or SFTP (sufficient to support investigations and follow technical flows).

• Familiarity with ISO standards or similar compliance frameworks.

• Experience in SaaS/product/platform environments.

• Experience with data analysis, operational metrics, or pattern‑identification.

• Exposure to incident management tools, quality systems, or technical support environments.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow.

Our interview process

✌ Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

📞 Initial call with the Talent team - 30 min

🧪 Online tests in numeracy and logical reasoning

⏳ Interview with Operations Quality Lead - 60 min

🤩 Final interview with a senior manager - 30-45 min

Please let us know if you need any reasonable adjustments for interviews by replying to the email you will receive after you apply.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme.

If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.