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The role - The person will be responsible to support in advocating customer centricity and satisfaction through the implementation and execution of customer service training programs and materials. - This position will be based in Madrid (Spain). Key Responsibilities (but not limited to): - Partner with the Customer Care and business teams to identify training needs, design training programs, formulate educational materials, and conduct trainings with the objective to ensure excellent and consistent service quality delivery. - Evaluate BPO performance based on the training and identify gaps/enhancements - Review, update, report and maintain ownership of all training and quality assurance tools/contents used to ensure smooth management of training and quality activities. - Plan and schedule trainings on regular basis and prepare training contents and materials. - Evaluate training programs against the expected outcomes of the broader team objectives and business priorities. Review feedback and areas of opportunity to enhance service & training quality. - Monitor BPO trainers’ performance and feedback from staff and propose intervention plans if necessary. - Manage the continuous improvement of training programs as well as ongoing learning opportunities across the organization. - Participate in ad-hoc customer-service related projects and other training-related initiatives.
- Minimum Bachelor Degree required. - At least 3-7 years’ experience in service training & quality process within a customer-service function. Exposure to European market is an added advantage. - Proven experience in stand-up training/facilitation and developing training programs/ courses (including digital formats) to maximize employee knowledge. - Analytical, good problem-solving experience, and able to work under pressure. - Strong communicator with all levels of stakeholders. - Customer-centric mindset, good team player, and embrace a collaborative and open working culture. - Self-motivated, and has the desire to push for changes which create impact and value for the organization. - Ability to thrive in a fast-paced, rapidly-changing business, and relatively unstructured environment. - Able to travel for business as and when needed. - Proficient in Microsoft Office. Experience with e-content/digital building tools is an advantage. - Fluent in Spanish & English due to specific work requirements.
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