Knowledge Management and Quality Specialist

hace 4 días


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

At Johnson Controls, we are seeking a highly skilled Knowledge Management and Quality Specialist to join our team. This is an exciting opportunity for someone who wants to make a real impact in the field of customer service.

This role involves acting as the Knowledge Management and Quality Specialist for our newly established Customer Service Center of Excellence. In this position, you will work closely with the Executive CoE Director, PBU Managers, CoE Support Managers, PBU Team Leads, and CSRs to set up learning programs for new and current CoE members and run Quality Assurance processes to ensure the highest service quality is delivered to our stakeholders.

The salary for this position is approximately $85,000 per year, based on industry standards and cost of living indexes in the area where the job is located. However, please note that the actual salary may vary depending on factors such as location, experience, and qualifications.

Key Responsibilities
  • Conduct comprehensive needs assessments for the PBU Customer Service Teams to identify areas for improvement and develop strategies for growth.
  • Design skill assessments and competency models based on analysis of various field operations positions to ensure that our team members have the skills they need to succeed.
  • Develop and implement career path development programs based on newly created competency models and skill assessments to help our team members advance in their careers.
  • Identify customized learning needs and work with internal design and development teams to produce high-quality learning elements that meet those needs.
  • Curate and create content to support our learning programs, including knowledge base management and maintenance.
  • Deliver training programs in both English and Spanish when required to ensure that all team members have access to the training they need.
  • Help implement metrics and evaluation protocols for learning results (learning KPIs) to measure the effectiveness of our learning programs.
  • Participate in the effective design of learning and performance support tools to ensure that they are user-friendly and meet the needs of our team members.

In addition to these responsibilities, you will also be responsible for creating and implementing quality assurance processes and procedures, standard operating procedures, and training documentation to ensure that our team members have the tools they need to deliver high-quality service to our customers.

Requirements
  • Bachelor's degree or equivalent experience preferred.
  • Previous experience working in similar positions desirable.
  • Fluent in English: C1.
  • Ability to manage data bases using Excel format.
  • Creative problem-solving skills.
  • Flexible and adaptable.
  • Cutting-edge thinker.
  • Detailed-oriented.
  • Collaborative team player.
  • Ambitious and willing to assume authority.
  • Professional with strong personal ethics.
  • Articulate communication skills.


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