Knowledge Management and Quality Specialist
hace 3 semanas
Job Summary
Johnson Controls, Inc. is seeking a highly skilled Knowledge Management and Quality Specialist to join our team. The successful candidate will be responsible for 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 multiple 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.
• Content curation and creation, CoE knowledge base management and maintenance, and delivery of training programs in both Spanish and English when required.
• Help implement metrics and evaluation protocols for learning results (learning KPIs) and understand technology and current curriculum to 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/implement quality assurance (QA) processes and procedures, standard operating procedures (SOPs), and training documentation.
• Multi-channel contact (Nice calls or Salesforce cases) audits to detect improvement opportunities.
• Conduct Quality calibration sessions to improve CoE service delivery and support the CoE Service Recognition program.
• Coach CSRs and conduct one-on-one sessions when needed, and manage QA KPIs.
Requirements
• Bachelor's degree or equivalent experience preferred.
• Previous experience working in similar positions (desirable).
• Fluent in English: C1.
• Manage database in Excel format, and possess creative, flexible, cutting-edge, detailed, and collaborative skills.
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