Internal opportunity: Interim Quality and Support NO

• Maintain accurate records of customer complaints, deviations, training sessions, and corrective actions.
• Continuously improve training materials and coordinate training sessions.
• Prepare and present regular reports to management and team leaders on quality initiatives.
• Evaluate agent-customer interactions to ensure compliance with service standards.
• Act as the main contact for handling deviations within the market/network.
• Monitor SLA/KPI compliance and initiate corrective actions when needed.
• Participate in meetings with external customers regarding agreements, changes, training, and follow-ups.
• Ensure consistent information flow across teams from customers.
• Support Team Leaders in executing Performance Improvement Plans (PiPs).
• Foster a positive attitude toward change and team collaboration.

• Strong data skills and expert knowledge of VIS, Pure Cloud, portals, and other RSA SE systems.
• Ability to assess interactions for compliance and improvement opportunities.
• Analytical mindset to identify trends and suggest actionable improvements.
• Excellent communication skills for delivering constructive feedback.
• Deep understanding of quality standards, SLAs, and customer expectations.
• Commitment to enhancing customer experience and agent performance.
• Proactive, solution-focused, and adaptable to change.
• Native-level Norwegian and high-level English proficiency (written and verbal).
• Strong organizational and planning skills, with the ability to prioritize effectively.
• Calm and composed under pressure, especially during seasonal peaks.
• High performer and role model with a dedication to consistency and follow-through.

Viking