Competence and Quality Manager

Fortum Consumer Solutions is looking for a Competence and quality manager to lead the journey towards world class competence and quality within our sales and service areas. If you are an experienced sales and service professional with a passion on enabling high quality customer encounters and your heart is beating for competence and quality development, we are interested to get to know you.

As a competence and quality manager, you will be leading a small Nordic team of competence and quality specialists and responsible for developing and implementing strategic initiatives to empower our customer facing people to deliver high quality customer encounters and experiences. You will be developing and implementing improvement initiatives such as training programmes, quality assurance & coaching structures and tools, knowledge management practices as well as service and sales principles. You and your team work in close collaboration with other teams across the organization and as a great facilitator, you bring the right people together to co-create the needed solutions.

About the role

• Lead the overall change towards enabling our customer facing advisors and other key people to have the needed competences and empathy to deliver great customer encounters with high quality
• Lead a Nordic team of Competence and Quality Specialists and offer support, coaching and clear direction for the team
• Set up and facilitate the ways of working for competence and quality development across teams
• Identify competence development and training needs in the organization, and design, plan, and implement training programs, policies, and procedures to fulfill those needs​
• Overall responsible for quality assurance methodology, tools and processes and improving the quality in sales and service within a wide range of channels
• Overall responsibility for learning, training and knowledge methodology, tools and processes securing sufficient competence to our customer facing advisors as well as building a transparent career model that enables advisors to grow and develop

The location of the role can be in Finland, Norway or Sweden and some travelling will be required within the Nordics.

We offer you

• Possibility to make a positive impact on millions of customer encounters by enabling advisors with the right skills and competence
• You will work together with experienced colleagues and customer centric business development professionals across the Nordics
• A challenging position with great development opportunities
• Possibility to contribute to the delivery of reliable energy and decarbonization within the Nordics
• Hybrid remote work opportunity

To be successful in the role we expect you to have:

• Strong experience of competence and quality development within service and sales with a proven track record of driving positive outcomes
• Strong customer centric mindset and understanding of sales, service and business operations​​
• Experience of direct people management and leading a team with demonstrated coaching and team engagement development
• Proven ability to manage and execute large-scale and complex change initiatives with a track record of positive outcomes
• Good understanding and experience of modern ways to develop competence and secure quality in customer encounters including digital learning tools and modern quality assurance and quality management methods
• Strong leadership skills and proven ability of leading change and with strong collaboration across teams and units
• Demonstrated skills and strong experience in change management
• Highly organized working ways and action orientation with ability to prioritize and plan work for teams
• Excellent communication and presentation skills in minimum one Nordic language and English
• Capability to work in complex matrix organization with several stakeholders
• Relevant university degree within business, technical or pedagogical field

Interested?

Please apply by the 4th of July 2025 at the latest. Interviews are held in early August but we will be reviewing applications and contacting applicants already during the application period. So if the role sounds interesting do not hold the application till the last day.

For additional questions, please contact hiring manager Tiina Järvenpää (tiina.jarvenpaa@fortum.com).

To be selected for the position, the applicant must go through background clearance and a health examination including drug testing.  

We are Fortum
Fortum is a Nordic energy company. Our purpose is to power a world where people, businesses and nature thrive together. We are one of the cleanest energy producers in Europe and our actions are guided by our ambitious environmental targets. We generate and deliver clean energy reliably and help industries to decarbonise their processes and grow. Our core operations in the Nordics comprise of efficient, CO2-free power generation as well as reliable supply of electricity and district heat to private and business customers. For our ~5 000 employees, we commit to be a safe, and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com