• Job Description

  Req#: 398712

  About Us

  At Foundever, we are dedicated to providing exceptional customer service and support across various industries, including healthcare. We are currently seeking a passionate and dynamic Quality Coach to join our vibrant team in Copenhagen, where you will play a vital role in delivering quality service on behalf of one of our major clients in the medical field.

  Job Summary

  As a Quality Coach, you will serve as the frontline support for new hires and customer service agents, facilitating their development through effective coaching, training, and ongoing support. You will be instrumental in creating a positive learning environment during ramp periods, where you will manage a small team of agents, driving performance to ensure key metrics are consistently achieved. Your focus will be on enhancing the skillset of our agents, ensuring they are equipped to provide excellent customer service.
  

  Your Primary Responsibilities:

  • Act as the main point of contact for agents, providing hands-on support and guidance in relation to our client’s products and customer service practices.
  • Create, facilitate, and deliver engaging training programs and workshops for new hires and existing agents to boost their performance and knowledge.
  • Coach and mentor customer service advisors, helping them improve their skills and efficiency while maintaining adherence to quality standards and KPIs.
  • Conduct regular feedback sessions with team members, fostering a culture of continuous development and improvement.
  • Collaborate with management to ensure timely communication and alignment with operational goals and client expectations.
  • Share knowledge updates and best practices within the team to promote an informed and proactive working environment.

  What are we looking for

  We are looking for a proactive, people-oriented individual who excels at coaching and developing talent. You should have:

  • Outstanding communication and interpersonal skills, with the ability to engage and inspire both new hires and tenured staff.
  • A structured work approach that emphasizes accountability, responsibility, and a commitment to quality.
  • Creativity in developing training materials and facilitating workshops that resonate with diverse learning styles.
  • A strong problem-solving mindset, with the ability to identify areas for improvement and implement effective solutions.
  • Fluency in one of the Nordic languages (written and verbal) and English.

  Application

  At Foundever, we value our employees and foster a supportive work environment filled with opportunities for growth and collaboration. If you are passionate about coaching, quality assurance, and elevating the customer experience, we want to hear from you!

  Interviews will be conducted on an ongoing basis, so please apply promptly if you believe you are the right fit for this role. Should you have any questions, feel free to reach out to Recruitment Specialist Tobias Leth Petersen at tobias.lethpetersen@foundever.com.

• About the company

  At Sitel Group, we redefine the way brands connect with their customers – one experience at a time. With our People First culture, we have a commitment to our associates to allow for tremendous growth across an exciting range or global opportunities, including working from home. In fact, around 93 percent of our non-agent positions are filled by internal talent today. We know our success is due to our diverse, talented and passionate people. Begin your journey today!

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