Your Duties and Responsibilities:

• Monitor and coach/mentor agents on quality improvement; driven by a daily/weekly and monthly target
• Capture monitoring findings and coaching targets and agreements in relevant systems to maintain quality reports at agent and team level
• Contribute to the alignment with Team Managers and quality team to develop action and/or development plans
• Provide written / verbal feedback to agents and tracking agents performance on all completed evaluations
• Handling calls, e-mails and requests in chat when needed
• Communicate performance related indicators to the team and management
• Perform Quality of Service analysis on agent and team level
• Provide guidance on case handling based on the relevant process
• Identify training needs
• Deliver training sessions and agent workshops  
• Prepare or proof-read in-language templates and call scripts
• Assist in developing and streamlining business and quality procedures

Your Profile:

• Ability to communicate written and verbal in English (at least B2)
•      Excellent written and verbal language skills in Danish(at least C1)
• Basic computer knowledge
• Strong customer service focus, recommended prior work experience in a customer service/service/sales organization
• Excellent written and verbal communication skills
• Ability to work in a team
• Ability to work in shifts
• Punctuality and attention to details
• Continuous individual development in the field of activity
• Problem Solving capabilities

What we offer:

• Competitive salary (14 salaries per year)•
•  Full training
• ossibility to gain working experience and career opportunities
• Health benefits and work-life balance
• Performance bonus
•  Vouchers
•  Wellbeing – Feel good activities
•  Fully remote work
• Supportive team and friendly environment
• Flexible working hours (shifting schedule/ 40 hours per week)