Head of Training and Quality - Telenor at Webhelp

The Telenor account tends to the Swedish market for their fixed services such as broadband and TV, helping the customers with questions on Service, Tech Support, Sales and Backoffice. The account is operating out of Norrköping, Umeå in Sweden, and Malaga in Spain.

You will need relevant experience and knowledge to take responsibility for creating, developing, and implementing strong standards and processes that support our account’s ability to deliver world-class customer service.

Join our fun-loving global community of more than 60.000 passionate people who work across 170 locations in over 40 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

In this role you will be accountable for leading and managing the Training- and Quality Team and:
- Designing, developing, and implementation of strong standards, training- and quality processes
- Ensuring and monitoring that our teams work to the highest standards of Quality
- Driving continuous improvement initiatives to support performance, sustainable profitability, client satisfaction and growth
- High and professional collaboration with the extended Operational Excellence team
- Actively engage with Webhelp across sites and departments to learn about other ways of working within the designated area of expertise
- Performing regular RAQ and annual reviews of your team
- Securing high culture and work standards together with a healthy work environment, both physical and social
- Reporting and communication of Webhelp’s and the account’s targets, results, values, guidelines, and policies
- Ensuring and developing a close and constructive relationship with the client
- Managing the business model that gives the account revenue, cost control and profitability


You bring to this role experience in managing high performing teams of specialists and you:
- Have a strong track record of service delivery along with interpersonal skills and the ability to influence
- Have experience in developing and managing processes aligned with the COPC framework
- Are fluent in Swedish and English (both written and spoken)
- Have a minimum of 3 years of managerial experience (longer experience will be considered as an advantage)
- Ability to travel between our different sites when needed


In return for your knowledge, passion, and expertise, you will receive a great opportunity to be a part of a social team with sound corporate values and culture. We offer a flexible workplace and working hours to ensure a great work-life balance. We are of course eager to welcome you to the team and promise a warm welcome, a good introduction to our business, the company, and the team along with a professional onboarding to secure a successful beginning.

Start date: To be agreed on, asap.

Take this opportunity to join our collaborative team of game-changers today. Apply now!

Making business more human for the world’s most exciting brands

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and o be minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 60,000 game-changers from more than 170 locations in over 40 countries. Each one determined to bring their own intelligence, empathy, and experience to the table every day. Webhelp invests in people and the environment they work in because they know that when people thrive, it has a powerful impact on them, their customers, and their partners’ business.

Webhelp believes that making business more human leads to a better customer experience - and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,4B in 2018, and aims for a global leadership position.

Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.

More information can be found at www.webhelp.com (http://www.webhelp.com/)

Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us.