Title:  Quality & Improvement Agent

Odense, Denmark

This is Worldline

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

You will be part of our Nordic Quality & Improvement team and work closely with other departments and external partners, ensuring our Customer Service live up to our high standard of quality.

The Quality & Improvement team monitor the cases handled by our Customer Service teams in the Nordic countries and work continuously to identify and drive improvements. The team has a data driven approach and collect and analyze feedback from customers as well as internal stakeholders. The data provide valuable insight on the performance of our Customer Service teams and build the foundation for improving the quality.

Day-to-Day Responsibilities​

• Quality Monitoring of cases handled by Customer Service Agents
• Analyze customer feedback and identify improvements
• Coordinate the work to update process descriptions and knowledge articles
• Identify customer challenges 
• Handle customer complaints
• Support and guide Customer Service Agents
• Validate and approve changes of critical data

Who Are We Looking For

People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You are fluent in Danish and English
• Collaborative skills: You will play a key role in establishing and maintaining a constructive relationship with internal and external stakeholders
• You are analytical and have an eye for improvements
• And most importantly - You know what outstanding customer service should look like

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Firmapensionsordning at Danica Pension
• Health Insurance
• Business Trip Insurance
• FerieFridage - 5 days (additional non-statutory holidays)
• Danish holiday act
• Parental pay benefit
• Canteen with a good price
• Terminal Glasses

Shape the evolution.

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.