We’re one of the largest contact centre providers in the world, with more than 150 locations in 31 countries. But what we’re most proud of is the incredible 125,000 people we have working here - energized, fun-loving and caring people who successfully manage billions of customer interactions each year.
Quality and Training Team Leader
Miejsce pracy: Lublin
Duties and Responsibilities:
Training:
- Establish and maintain a professional training environment including training facilities, equipment, trainer appearance and training materials
- Ensure all training deliverables are delivered on time
- Oversee all of the scheduling of training resources within the site
- Participate in the development and implementation of key Training processes for the organization
- Manage the development of site-based curricula including New Hire updates, New Product Introduction and Recursive modules
- Manage the Associate Trainer program within the site
- Serve as key training contact for clients to ensure continuity and successful implementation of training initiatives
Quality:
- Identify and analyze current programs and processes within the department that require quality improvement
- Solicit constructive feedback from agents, team members, management and customers on an ongoing basis regarding procedures and processes within the department
- Provide management with information and feedback regarding quality of our services. Feedback should include suggestions of improvement
- Implement effective quality programs within the department, including delivering program results to the Business Director to share with customers
- Host quality calibration sessions, both internal and with the clients
- Monitor and track progress and effectiveness of department quality projects
- Work with Operations to gather statistical data on quality performance by following documented processes that identify root cause and provide detailed measurable actions to ensure continuous improvement
- Promote a clear understanding of the importance of quality measures and control within the customer service and support industry
Other:
- Lead team members, foster their professional development and growth, and promote teamwork and cooperation
- Monitor instructor performance and provide coaching as required
- Participate in various internal and external meetings/ calls including site leadership, client, and corporate based
- Maintain knowledge on changes to client products, services, polices & procedures
- Work with Human Resources to resolve personnel issues in a professional and timely manner
Requirements:
- Fluent English, German and Polish
- Experience in Quality and/or Training department
- Knowledge of contact services industry and best practices
- Skill in verbal and written communication to analyze, interpret and address customer needs
- Skill in providing an exceptional customer experience
- Ability to work with minimal guidance or supervision in a time critical environment
- Ability to handle numerous tasks simultaneously
- Ability to be flexible and quickly adapt to changing business needs and processes
- Ability to motivate and mentor team, presenting new opportunities and challenges for additional development
- Knowledge of PC applications and very good knowledge of Excel
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