Arbetsbeskrivning

Are you a forward-thinking leader with a passion for driving improvements in training and quality assurance? Do you thrive in a dynamic environment and have the ability to leverage digital tools and AI to enhance customer service? If you’re ready to help elevate the customer experience across multiple channels, keeping the customer value proposition in mind, this opportunity is for you!

Your role as TQM!

As the Training and Quality Manager, you will be at the forefront of transforming the customer experience for one of the world’s leading brands - Samsung. Your role will encompass overseeing, developing and delivering training and quality assurance programs that are in line with overall client and account strategy.

You will work within a diverse, multi-country team across the EMEA region collaborating closely with our operational and client teams to drive continuous improvement in customer service excellence. Your strategic insights and ability to challenge the status quo will be critical in identifying opportunities for enhancement and delivering innovative solutions that align with the clients premium brand promise.

About you!

We’re looking for a dynamic and strategic leader who thrives on turning challenges into opportunities for growth. You understand the importance of delivering a seamless and positive customer experience, and you’re passionate about using data and technology to achieve these goals.

• Customer-Centric Mindset: A deep commitment to delivering exceptional service and understanding customer needs
• Analytical Thinker: Ability to leverage data and insights to identify root causes and drive measurable improvements in customer interactions.
• Tech-Savvy: Experience using digital tools, AI, and analytics to optimize training and quality assurance processes.
• Adaptable and Flexible: Thrive in a fast-paced, evolving environment with the ability to pivot strategies as needed.
• Empathetic Leader: Inspire and develop your team, fostering a collaborative and growth-oriented culture.
• Clear Communicator: Articulate ideas and feedback effectively to stakeholders, including team members and client representatives.

Qualifications

• Proven Experience: Background in quality management and training
• Leadership Experience: Demonstrated success in a management role with direct reports.
• Coaching and Feedback: Skilled in delivering behavior-specific feedback to drive performance improvement.
• Customer Management: Experience in ensuring high standards of service delivery and satisfaction, particularly for high-profile clients.
• Strategic Planning: Strong ability to structure and prioritize tasks to meet business and client goals.
• Advanced Problem-Solving: Capable of analyzing data to identify trends and implement effective solutions.
• Bilingual Proficiency: Fluent in English (written and spoken), Swedish and other Nordic languages (preferred but not a must).

About Transcom

Transcom is a global specialist in customer service and customer satisfaction through our extensive network of 90+ contact centers in 35 countries in 33 languages. We are driven by innovation and have a passion for helping people solve problems. In addition, we are one of Sweden's largest employers of young people. At Transcom, we are committed. To our customers and each other. Every day someone starts their journey with Transcom. To take the potential that exists today and transform it into competence for the future. Being noted for working hard, being a team player and supporting others. Contributes to positive and lasting changes in his team and to society. That's exactly how we are at Transcom. Here we care about each other. You are included, just as you are, from day one. With the right mindset, there is no end to how far we can go together.

With us, you get the opportunity to develop and grow as an individual. If you are the kind of person who is willing to give your very best, we can definitely work wonders together! In addition, we can proudly say that for the 5th year in a row we have been named one of Sweden's Career Companies.

The starting date for this position is 03.12.2024