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Are you interested in playing an integral role in our journey to keep things moving?
Do you have previous experience as a Quality Assurance Manager or Customer Ombudsman, will laws and regulations come naturally to you? Would you like to work at a company with the ambition to be at the forefront of sustainable customer relations and quality work? Here you are offered a key role with great responsibility.
Dustin is growing and we now need someone to strengthen the role as Nordic Quality Assurance Competence Lead.
In the role as Nordic Quality Assurance Competence Lead, you work internally with quality improvements and customer complaints in the company's customer processes and customer response throughout the customer journey, including training and support for our employees at Customer Service through individual coaching of agents. The work includes identifying improvement opportunities in customer processes after contacts with customers, employees and authorities and then ensuring that the quality improvements are implemented in collaboration with other responsible departments. You will have personnel responsibility for 1 employee.
Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, drive quality improvements and have a good understanding in consumer laws and regulations.
Recruiting manager is Sabina Wallenborg, Nordic Head of Customer Service at Dustin. Her leadership builds on openness and empathy, empowerment and creating engagement as well as having fun while driving the business forward.
Who will love this job:
A solution-oriented problem solver with a passion for improvements, laws and regulations
A service-minded person with the customers best at heart who believes in empowering others
An excellent communicator and listener who enjoys internal networking across our Nordic teams
A curious person with a can-do attitude and an analytical & strategic approach
A self-starter and team player not afraid to take initiative and highly driven to produce results
An analyst who pays attention to detail and has a systematic and methodical approach
What we offer:
We believe we offer so much more than what benefits on a list can say. But you won’t know that until you join us. So we will still want to list a few:
Exciting individual development and career opportunities
A unique opportunity to be a part of Dustin's transformation journey
A dynamic and multicultural environment
An informal culture with a "win as a team"-spirit
Collective agreements and other benefits
What you’ll do:
As the Nordic Quality Assurance Competence Lead, you will review and follow up individual customer cases based on the company's internal regulations and applicable laws and regulations. In your assignment, you are in contact with customers, authorities and other reviewing bodies. You re-examine different customer cases to ensure that the company has acted in accordance with applicable regulations. You are the hub for these issues and maintain monthly management within Customer Experience with information about incoming/ongoing cases, costs and development trends. You are also responsible for external monitoring and keep your employees up to date on relevant changes or news regarding the laws that apply in your area. Whilst a part of your time will be spent working individually you will also need to work in close collaboration not only with the Customer Experience department and the Customer Operations organisation as a whole but also with other business areas within Dustin to understand the dependencies and needs to serve our Customers in the best possible manner. You will need to converse with both specialist and non-specialist stakeholders as well management and have the ability to capture and present data in a clear manner.
3-5 years of experience of working with consumer purchasing laws, distance contract laws, local laws and Data Privacy regulations in the Nordic countries. As well good knowledge in driving customer quality improvements and experience with GDPR issues at a general level
Great interest and knowledge of customer satisfaction and the entire process of the customer journey
Excellent skills in organization, written communication, data and reporting, prioritization, time management and handling multiple tasks
Successful experience delivering excellent customer service with focus on handling customer complaints
High level of commitment, initiative, vision and enthusiasm
Advanced knowledge in MS Excel, PowerPoint & Teams
Superior demonstrated interpersonal skills to communicate effectively and motivate others
Business fluency in English and fluency in (at least) one of the Nordic languages is required
Leadership experience is meritorious
In the role, you are expected to empower your direct reporting employee, take responsibility and independently drive your work forward while working closely with colleagues in Customer Experience and internal sales branches, which requires a good ability to cooperate. Since you have many different contact areas in the role, you understand the importance of good communication and you have the ability to express yourself clearly and articulately. As a person, you are helpful, independent and proactive. Furthermore, we see that you have the ability to lead and motivate others and bring other people with you to create good results.
We want a good match! If needed, we will perform multiple interviews and sometimes a case study test. This ensures we find the right person for the right role based on a fair data driven basis. Depending on the role and location, some of the meetings can be on Teams. If you have any questions regarding the position, please contact the recruiter Sabina Wallenborg by email: email@example.com
We believe our colleagues are the key reason for our positive development. And we believe our development is what gives you the possibility to grow. That is why we can promise you one thing:
Dustin is a leading online IT partner in the Nordics and the Benelux. We help our customers to stay in the forefront by providing them with the right IT solution for their needs.
We offer approximately 280,000 products with related services to companies, the public sector and private individuals. Sales for the financial year 2020/21 amounted to approximately SEK 15.9 billion and just over 90 per cent of the revenues came from the corporate market.
Dustin has approximately 2,400 employees who are passionate about and believe in technology and the possibilities it offer. The company has been listed on Nasdaq Stockholm since 2015 with headquarters in Nacka Strand just outside central Stockholm.