Please note that this is an internal recruitment for employees already working in Viking Are you passionate about driving quality improvements and delivering outstanding customer support?
We are excited to announce an internal opportunity in our Finnish Department for a Quality and Support role — a position designed for someone eager to make a real difference in the way we serve our customers and support our team members.
Key tasks: Maintain detailed records of customer complaints, deviations, training sessions, and corrective actions taken.
Continuously enhance training materials and plan training sessions.
Prepare and present regular reports to management and team leaders on the status of ongoing quality improvement initiatives.
Regularly assess the quality of conversations between agents and customers to ensure compliance with service standards.
Serve as the contact point for the market/network in handling deviations.
Monitor and ensure compliance with current SLA/KPI requirements, ensuring that KPIs are followed up and corrective actions taken.
Participate in and facilitate meetings with external customers regarding implementation of new agreements, changes to existing agreements, training, and follow-ups.
Ensure alignment across teams when it comes to information flow from customers.
Assist the Team Leader (TL) with the execution of Performance Improvement Plans (PiP).
Ensure the recruitment process is carried out in collaboration with the TL.
Maintain a positive attitude towards changes and team building.
Requirements: Proficient level of data skills and expert knowledge of VIS, Pure Cloud, portals, and other relevant systems used in RSA FI operations.
Ability to thoroughly evaluate interactions, identifying not only compliance with standards but also areas of improvement in agent performance, process, or customer experience.
Ability to analyze data and trends to identify patterns and areas of improvement.
Clear and effective communication skills to provide constructive feedback.
Ability to identify issues quickly and suggest solutions to improve service quality, reduce inefficiencies, and resolve challenges.
A deep understanding of the company's quality standards, service levels agreements, and customer's expectations.
A genuine desire to improve the customer experience by helping agents meet or exceed service standards.
A mindset oriented towards ongoing learning, self-improvement, and staying current with best practices in quality assurance.
Native level of Finnish and high level of English, written and verbal.
Organizational and planning skills, ability to prioritize tasks.
Patience and calmness in all situations and ability to thrive under pressure/during seasonal peaks.
Proactivity and dedication to follow through on tasks to completion and to provide consistency.
Solution focus and adaptability to the demands of our ever-changing environment.
A high performer, someone who is a great role model for others.
Application deadline: January 16, 2025 Please note that this is an internal recruitment for employees already working in Viking #J-18808-Ljbffr