senior quality and training specialist (m/f) em lisboa

data de publicação
contacto
mafalda figueiredo, randstad portugal
tipo de emprego
permanentes
candidate-se agora

detalhes da oferta

data de publicação
local
lisboa
empregos
Tecnologias de Informação
tipo de emprego
permanentes
número de referência
RP-2019-64603
contacto
mafalda figueiredo, randstad portugal

oportunidade de emprego

Randstad Professionals is the company of Randstad focused on the recruitment of Middle & Top Management.
Our client is a company which is a reference on the IT sector who is looking for a Senior Quality and Training Specialist.

competências

Ideal Profile:

- Fluency in English is mandatory (French or German are a plus);

- Ideally 3 years of experience as Quality and Training Specialist for User Support teams, if possible on a
software-based product;

- A college background in quality assurance, training or interpersonal communication;

- Worked with third-party vendors BPO with established SLA/SLO;

- Experience with a wide range of training and quality tools (Schoology, MaestroQA,...);

- Experience working with Zendesk or any similar Customer Service software / Ticket system;

- Experience working with Atlassian products, such as Jira and Confluence;

- Experience working in an Agile environment and are familiar with Scrum and Kanban methodologies.

- Someone who loves challenges, building things from the ground up, raising the bar and working with
really talented people;

- Passion for data analysis, investigation and strong attention to detail;

- Great soft skills to deliver training and coaching to agents;

- Strong communication skills, both written and verbal;

- Ability to collaborate with product owners, engineers, and marketers to create strategies that deliver
business goals;

- A desire to work in a fast-paced startup environment;

- Ability to think about how quality and training can drive people, processes and tools' improvements.

principais responsabilidades

Responsibilities:

- Work on a technical and complex product, available on multiple platforms and browsers for both B2C
and B2B segments, and your goal will be to ensure that our agents’ learning curve is smooth and
tangible;

- Assess agent performance on a weekly basis by performing quality assessment on ticket treatment via
different channels based on multiple criteria (style, customer focus, troubleshooting steps,...);

- Support team and processes' evolution by quickly identifying areas of opportunity for improvement;

- Schedule quality team meetings, on an individual and group basis, to address team challenges as soon
as they arise;

- Ensure integrity of quality data by supporting other graders, through quality calibration meetings;

- Produce monthly quality scorecards, reporting gap analyses and quality trends, with focus on the top
quality issues impacting the company;

- Contribute to improve the quality process, ensuring process consistency and timely and actionable
feedback;

- Maintain process documentation to ensure consistency across offices and teams;

- Deliver training on company product and support processes for both new and tenured staff through a
variety of channels (slides, videos, mock, etc.);

- Train newcomers and tenured employees on "soft skills", ensuring that the team has a unified voice
and communication standards, and helping every team member to become a customer service
champion;

- Constantly review and update training materials working with Product and Engineering teams on
product updates as well as User support process engineer about new support processes;

- Work closely with Customer Support Managers to assess new agent integration within the team;

- Leverage current training methods/materials and make recommendations for adopting new tools;

- Contribute to maintain our internal knowledge base constantly updated, as a critical source of learning
for the team;

oferta

Offer:

- Oppurtunity to be involved in an atractive project