Quality & Insights Manager

5 months ago


Copenhagen, Denmark Telia Company Full time

Dit nye job | hvad skal du lave
Vi søger en dynamisk og resultatorienteret leder, der kan drive vores to kerneområder inden for BI/AI og kvalitetssikring. Som leder vil du være ansvarlig for at lede et team, der arbejder med drift af vores AI-platform, dataindsigter (BI), samt et Quality Assurance (QA) team, der sikrer verdensklassekompetencer hos vores kundeservicemedarbejdere.

I rollen vil man være med til at skabe rammerne for, at vores kunder får verdensklasse service – både i forhold til at drive AI-værktøjer, indsigter i performance og udvikling af medarbejderes kompetencer på telefonen.

Ansvarsområder

Ledelse og udvikling af et team af AI- og BI-specialister, der sikrer effektiv drift og vedligeholdelse af vores AI-platform, samt udvikling af rapporter og analyser.

Ledelse af et QA-team, der arbejder med at monitorere, evaluere og forbedre kundeservice leverancer – herunder csat, fcr, aht og andre.

Implementering af feedback- og coachingprocesser for at understøtte kundeservicemedarbejdernes udvikling, kompetencer og performance

Samarbejde med andre afdelinger for at sikre en integreret tilgang til kundeservice og teknologi.

Kvalifikationer

Erfaring med ledelse af teams og arbejde med projekter.

Stærke ledelsesmæssige og kommunikative evner.

Evne til at arbejde strategisk og analytisk med kompleks data.

Erfaring med kvalitetssikring og performance management.

En passion for teknologi og en forståelse for dets rolle i at forbedre kundeserviceoplevelsen.


Vi ser frem til at høre fra dig
Har du spørgsmål inden da, så kontakt Esben Wilde-brandt, Head of Business excellence & optimisation på mail: esben.wilde- Vi indkalder løbende, så send os dit CV og ansøgning allerede i dag via systemet⬇
 

Ansøgningsfrist: 4. august

 

More than just a job

Uanset hvilken stilling du søger, vil vi give dig de værktøjer og den støtte, du har brug for, for at vokse både som professionel og som person hos os. Vi kan tilbyde dig din næste store mulighed i en kreativ, motiverende og imødekommende virksomhed, hvor alle kan være sig selv med lige adgang til muligheder. Vi respekterer og værdsætter menneskers forskellighed. Ud over et attraktivt og rummeligt arbejdsmiljø muliggør vi også fleksibilitet og tilbyder en bred



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