Support Operations Excellence Manager

1 week ago


Oslo, Oslo County, Norway TN Norway Full time
Key Responsibilities

The successful candidate will be responsible for several key areas including:

  • Driving Quality Assurance Results: Identify and deliver trend analysis data to drive Enablement and Documentation effectiveness, help create or cater boot camps and other training programs, grade cases (chats, emails, and phone calls), address grade appeals, and deliver feedback to EBCS Support employees.
  • Sustaining High-Quality Support: Oversee and maintain our grading rubric to adapt to changing business needs and goals, lead regular calibration sessions to ensure grading cohesion, areas of improvement are identified and acted upon, and provide coaching opportunities.
About the Ideal Candidate

We are looking for a highly skilled and motivated individual who has experience handling support requests from various channels and is comfortable navigating a CRM. You should also be a data-driven individual who can create and analyze reports, tell a story with the data, and deliver action-items to partners.



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