Knowledge Management and Quality Specialist

hace 3 semanas


San Pedro Garza García, Nuevo León, México Johnson Controls A tiempo completo

Job Summary:

We are seeking a highly skilled Knowledge Management and Quality Specialist to join our team at Johnson Controls. The successful candidate will be responsible for designing, deploying, and maintaining curriculum that is aligned to the specific needs of our Customer Service Center of Excellence for the Global Products area.

Key Responsibilities:

  • Conduct comprehensive needs assessments for the PBU Customer Service Teams.
  • Design skill assessments and competency models based on analysis of a variety of field operations positions.
  • Design and plan career path development programs based on newly created competency models and skill assessments for the PBU Customer Service Team members.
  • Identify customized learning needs and work with internal design and development teams to produce relevant learning elements.
  • Content curation and creation, including knowledge base management and maintenance.
  • Deliver training programs in both English and Spanish when required.
  • Help implement metrics and evaluation protocols for learning results (learning KPIs).
  • Stay up-to-date with technology and current curriculum to participate in the effective design of learning and performance support tools.
  • Act as the liaison between Customer Service CoE and JCI Enterprise Learning initiatives.

Quality Assurance:

  • Create and implement quality assurance processes and procedures, standard operating procedures, and training documentation.
  • Conduct multi-channel contact audits to detect improvement opportunities.
  • Conduct Quality calibration sessions to improve CoE service delivery.
  • Support the CoE Service Recognition program.
  • Coach CSRs and conduct one-on-one sessions when needed.
  • Manage QA KPIs.

Requirements:

  • Bachelor's degree or equivalent experience preferred.
  • Previous experience working in similar positions (desirable).
  • Fluent in English (C1 level).
  • Proficiency in Excel and ability to manage databases.
  • Creative, flexible, and cutting-edge thinking.
  • Detailed-oriented with a focus on impactful outcomes.

Collaborative:

  • Excellent communication and collaboration skills.
  • Ambitious and willing to assume authority and take risks.
  • Professional with personal ethics and a positive attitude.
  • Strong writing and communication skills.


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