Lead QA processes in the software factory of Blue Technology, focusing on quality and automation. Collaborate with teams to ensure excellence in deliverables and continuous improvement.
About the role
- Customer Support & QA Trainer leading training and quality assurance for Contact Centre agents at Promethean. Empowering agents to achieve excellent performance and customer satisfaction while promoting an inclusive environment.
Responsibilities
- Provide quality assurance, coaching, training, and development of Contact Centre agents (TCSR)
- Communicate quality expectations and monitor customer interactions
- Provide a coaching environment for motivation and engagement
- Lead employee EDP sessions for engagement and progression opportunities
- Create and maintain training material in the company LMS
- Deliver classroom training for various teams
- Analyze performance-related Customer Satisfaction results to improve TCSR performance
Requirements
- Fluent in English language (Written / Oral)
- 2+ years of experience in a similar role
- Sound understanding of adult learning combined with good knowledge of Promethean products and Support Operations processes and of best practice in terms of service excellence
- Excellent interpersonal, influential and communication skills with the ability to interpret and present technical information effectively
- Resourceful, analytical, willing to learn, and self-motivated with the ability to use initiative
- Effectively prioritizes and plans work activities, uses time efficiently and manages workloads simultaneously managing competing demands and able to deal with frequent change, delays, or unexpected events
Benefits
- MultiSport Card
- Private Medical Insurance with Dental/Vision Coverage
- Paid annual leave plus public holidays
- Birthday day off
- Multicultural day off
- Two Volunteering Days
- Well-Being Programs (For example, company-wide health challenges)
- Reward and Recognition Program
- Fruity Tuesdays
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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