Knowledge Management and Quality Expert for Customer Service Excellence
hace 2 días
Act as a Knowledge Management and Quality Specialist for the Customer Service Center of Excellence, responsible for setting up learning programs, running quality assurance processes, and ensuring high service quality for main stakeholders.
Main Responsibilities:
• Conduct comprehensive needs assessments for PBU Customer Service Teams to identify skill gaps and development opportunities.
• Design skill assessments and competency models based on field operations positions to ensure alignment with business objectives.
• Develop career path development programs based on competency models and skill assessments to support employee growth and advancement.
• Identify customized learning needs and work with internal teams to produce learning elements that meet the requirements of the role.
• Curate and create content, manage knowledge bases, and deliver training programs in Spanish and English to cater to diverse audience needs.
• Assist in implementing metrics and evaluation protocols for learning results to measure effectiveness and impact.
• Serve as liaison between Customer Service CoE and JCI Enterprise Learning initiatives to facilitate collaboration and knowledge sharing.
Quality Assurance:
• Create and implement quality assurance processes and procedures, SOPs, and training documentation to ensure compliance and best practices.
• Conduct multi-channel contact audits to detect improvement opportunities and optimize customer service delivery.
• Conduct quality calibration sessions to improve CoE service delivery and ensure consistency across teams.
• Support the CoE Service Recognition program to recognize and reward outstanding performance and contributions.
• Coach CSRs and conduct one-on-one sessions when needed to provide guidance and support for development and improvement.
• Manage QA KPIs to track progress and identify areas for improvement.
Requirements:
• Bachelor's degree or equivalent experience preferred.
• Previous experience working in similar positions is desirable.
• Fluency in English (C1 level) is required for effective communication and collaboration.
• Proficiency in managing data bases on Excel format is necessary for data analysis and reporting.
• Strong writing and communication skills are essential for creating engaging content and delivering effective presentations.
Estimated Salary Range:
$65,000 - $85,000 per annum, depending on location and experience.
Benefits:
• Opportunity to work with a talented team in a dynamic and collaborative environment.
• Professional growth and development through training, mentorship, and career advancement opportunities.
• Flexible work environment with remote work options to balance work-life flexibility.
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