Job Title
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Subject Matter Expert (Danish - speaking) - On-site TR02
Job Description
Experience the power of a game-changing career
Are you looking for what’s next? We’re a integral technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
Career growth and personal development
This is a great opportunity to experience the power of what’s next and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed.
What you will do in this role
In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet.
As a Subject Matter Expert on our team, you will:
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- Maintain up-to-date knowledge of company products,
services, and customer support processes
- Assist in the development of training materials, FAQs, and knowledge base articles
- Collaborate with cross-functional teams (Operations, Training, Quality, and Product) to improve processes and customer experience
- Monitor and assist with daily team performance, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met
- Conduct, coaching sessions, and performance feedback discussions as needed
- Assist in shift scheduling, workforce planning, and real-time queue management
- Conduct reviews and calibrations of quality audits performed by the client’s in-house team
- Identify trends and gaps in performance and recommend process improvements
- Assist in implementing quality improvement initiatives to enhance customer satisfaction
- Conduct skill-building workshops to enhance agent knowledge and efficiency
- Track and analyze agent perform
📌 Subject Matter Expert (Barcelona)
🏢 CNX
📍 Barcelona