Process & Quality Lead

Job Description

Are you motivated by improving processes, quality, and service delivery on a Nordic scale?

GlobalConnect is the digital backbone of the Nordics and northern Germany. Our B2B Incident Management organization plays a critical role in ensuring stable, high-quality services for business customers across Norway, Sweden, Denmark, Finland, and Germany.

We are now looking for a Process & Quality Lead to strengthen how we work across our Nordic Service Desk organization. In this role, you will drive process alignment, quality improvement, and customer experience across countries, teams, and service models.

Your role

As Process & Quality Lead, you will work closely with Service Desk teams, Operations Center, and management to streamline processes, implement common routines, and ensure consistent, high-quality service delivery. Your focus is on making ways of working clearer, more efficient, and measurable, with the customer experience always at the center.

You will take ownership of quality follow-up, survey analysis, KPI alignment, and the implementation of both new and existing routines. This is a cross-functional role with real influence on how B2B Incident Management operates today and evolves tomorrow.

Key responsibilities

• Be the driving force behind implementations of process improvement and new products, platforms and services across Nordic Service Desk teams
• Align routines and ways of working to ensure consistent service delivery
• Own customer survey follow-up and turn insights into concrete improvements
• Enable cross-functional adoption of processes and service concepts and aligments across functions, teams and countries
• Design and implement contact points such as mail flows, Genesys queues, and escalation models
• Contribute to KPI performance and continuous service improvement

What you bring

• Experience from telecom, IT, datacom, or a similar operational environment. Education in IT, operations, or a related field is beneficial, but relevant experience can compensate.
• Background in process improvement, quality management, and implementation
• Strong analytical skills, including working with survey data and KPIs

As a person, you are customer-oriented and structured, with an eye for quality and continuous improvement. You build trust easily, collaborate well across teams, and communicate clearly with both operational staff and management. You are comfortable driving change, following through on implementation, and taking ownership of improvements. A proactive mindset and interest in best practices and learning support your ability to create lasting impact.

Why GlobalConnect

At GlobalConnect, you will work with critical digital infrastructure that society depends on. You will join a Nordic organization with strong local teams, cross-border collaboration, and a clear focus on reliability, quality, and customer trust. We believe in clear ownership, continuous improvement, and empowering people to make a real impact.

For this role, Kristiansand is the preferred location. The role can potentially also be based in Oslo, but we will prioritize applicants from Kristiansand.

Our process

We review applications continuously. A CV is sufficient; you don’t need to submit a cover letter unless you want to elaborate on something not covered in your CV.

Our recruitment process has these steps:

• Screening interview with Anna from Talent Acquisition
• Interview with the hiring manager
• Tests (personality and ability), with a brief feedback session with Anna
• Interview with technical questions and possibly a case
• References and offer

The Christmas holiday is approaching, and we will start assessing applications from January 5th. Therefore, you will probably not hear from us regarding your application until the following week.

Happy holidays!