QA and Talent Lead

hace 2 semanas

Barcelona, España Porsche Digital España A tiempo completo

We are building Porsches’ Customer Relations Hub (CRH) in Barcelona together with you. At the CRH we want to create something new and innovative to inspire the customer experience of the Porsche brand. You may think of it as a call center - but way better You are an essential part of Porsches customer success, so you might as well call yourself a Porsche Ambassador.

Do you “speak” Porsche? Because we are looking for passionate QA and Training Lead who seek to revolutionise Porsches’ customer service.

**Responsibilities**:

- Communicate and monitoring of quality goals to QA Specialists and evaluators
- Keep track of quality results with main drivers
- Responsible for developing, maintaining, and adhering to systems, processes, policies, and procedures for all quality assurance and training activities that promote compliance
- Has primary supervisory responsibility for QA and Training teams
- Assures alinement and actions between the points of improvement identified by the QAs in the analizes done with the training team
- Works with Quality, Training, and Leadership teams to develop and implement training material, actions and procedures to enhance the overall skills of the team
- Assures that the audit processes are in line with the current needs, and all QA Specialists and evaluators are calibrated
- Assures that all training material and Trainers are updated and able to deliver the content
- Coordinates all QA and Training reporting requirements
- Champion Development and Quality across the organization with strong focus on Customer Satisfaction and First Time Resolution
- Looks for innovative ways to Quality, Coaching & Training that incorporates innovative in-person, virtual and digital strategies

Qualifications:

- Provides orientation and training on QA functions and standards
- Develops training and quality materials
- Assists the QA Specialist and Training team with database management
- Acts as project manager for QA and Training related projects
- Trains new QA and Training staff in program support responsibilities
- Coordinates with all QA staff adequate task assignment and coverage based on operational need
- Coordinates the training program and calendar according with the Training team capability and operational needs
- Is proficient and enjoys delivering training

**What we offer**
- Competitive salary
- Working in a fast paced and highly changeable environment
- Being part of the creation of the Customer Interaction Center of one of the world´s leading luxury automotive brands
- Working in an inclusive, diverse, and international team
- Possibility to partially work from home after the initial training months

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