Internal Opportunity: Interim Quality And Support NO

Quality And Support Role

Are you passionate about driving quality improvements and delivering exceptional customer support? Viking is excited to announce an internal interim recruitment opportunity for a Quality and Support role within our Norwegian Department. This position is ideal for someone who thrives on enhancing service standards, supporting team development, and making a meaningful impact on customer experience.

Key Responsibilities:

• Maintain accurate records of customer complaints, deviations, training sessions, and corrective actions.
• Continuously improve training materials and coordinate training sessions.
• Prepare and present regular reports to management and team leaders on quality initiatives.
• Evaluate agent-customer interactions to ensure compliance with service standards.
• Act as the main contact for handling deviations within the market/network.
• Monitor SLA/KPI compliance and initiate corrective actions when needed.
• Participate in meetings with external customers regarding agreements, changes, training, and follow-ups.
• Ensure consistent information flow across teams from customers.
• Support Team Leaders in executing Performance Improvement Plans (PiPs).
• Foster a positive attitude toward change and team collaboration.

What We're Looking For:

• Strong data skills and expert knowledge of VIS, Pure Cloud, portals, and other RSA SE systems.
• Ability to assess interactions for compliance and improvement opportunities.
• Analytical mindset to identify trends and suggest actionable improvements.
• Excellent communication skills for delivering constructive feedback.
• Deep understanding of quality standards, SLAs, and customer expectations.
• Commitment to enhancing customer experience and agent performance.
• Proactive, solution-focused, and adaptable to change.
• Native-level Norwegian and high-level English proficiency (written and verbal).
• Strong organizational and planning skills, with the ability to prioritize effectively.
• Calm and composed under pressure, especially during seasonal peaks.
• High performer and role model with a dedication to consistency and follow-through.

Application Deadline: 30th September 2025. Please note: This opportunity is open only to current Viking employees. You can be located either in Torrevieja or Fuengirola office.