Knowledge Management and Quality Specialist
hace 2 días
As a Knowledge Management and Quality Specialist for the Global Products area, you will play a crucial role in setting up learning programs for new and current CoE members and running Quality Assurance processes to ensure the highest service quality is delivered to main stakeholders.
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 an internal design, development team, and SMEs to produce learning elements.
Manage the CoE knowledge base and maintain its content.
Deliver training programs in both Spanish and English when required.
Help implement metrics and evaluation protocols for learning results (learning KPIs).
Participate in the effective design of learning and performance support tools.
Be the liaison between Customer Service CoE and JCI Enterprise Learning initiatives.
Quality Assurance:
Create and implement quality assurance (QA) processes and procedures, standard operating procedures (SOPs), 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 is desirable.
Fluency in English (C1 level).
Proficiency in managing databases in Excel format.
Strong creative, flexible, cutting-edge, detailed, and collaborative skills.
Ambitious and professional attitude with strong writing and communication skills.
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