Regional Training and QA Sr. Specialist

vor 2 Wochen

Berlin, Deutschland Delivery Hero Vollzeit

As Delivery Hero Europe Training and Quality Assurance Sr. Specialist, you will be assisting and providing support to ensure all customer care operations are running at optimal efficiency. You’ll continuously monitor and evaluate all transactions and activities of our customer care operations to gauge the quality levels to ensure that it is above the deliverable levels and exceeds our customers’ expectations. You’ll be expected to conduct training, run coaching and feedback sessions with the all customer care representatives to improve their performance and advance their careers.

Additionally, you’ll also be auditing all the customer interactions to ensure adherence to prescribed company policies and processes. You’ll be the flag bearer for the Delivery Hero brand working on improving the overall customer experience through providing feedback on SOPs, Process, and agent behavior.

**Your mission**:
Training:

- Shared Performance ownership of new joiners ,Oversee & Co Own performance at site or at partners.
- Provide onboarding training and coaching support across a wide range of skills including initial job skills, technical and systems training and call-handling skills to our New Joiners.
- To assist in delivering & meeting the Organizational & Operational Customer Service Standards
- Organize training tools, classroom hand-outs & follow up to achieve efficient training attendance and delivery
- Arrange for the maintenance of all necessary equipment and training materials relating to the effective delivery and measurement of training, not limited to assessments, training materials
- Assess training effectiveness to ensure incorporation of taught skills and techniques into staff work behavior
- Compiling Training Evaluation & Customer Service Test result for reporting
- Co-ownership for e-learning platform creation
- Co-ownership of content/ learning material for agent consumption based on new campaigns, new promotions, new SOP launches and other relevant Delivery Hero initiatives
- Co-ownership for assessment/quiz creation/rollout & reporting using any Gamify and other associated tools.
- Co-ownership of training across regional team, Including but not limited to train the trainer, refreshers, assessments, content creation and other initiatives aimed at performance improvement
- Track effectiveness and improvement for pre/post training intervention
- Partner with Operations & BPO to drive improvements in overall performance measured through QA & NPS.
- Weekly meetings & governance calls with operations & any partner for measurement on adherence to training framework & training methodology

Quality Assurance:

- To maintain desired levels of productivity & accuracy on audits performed by self
- To coach front line agents on overall SOP, Process and new changes
- Perform deep dive analysis to identify the root cause of vendor pain & flag potential issues.
- Partner with internal stakeholders to drive SAT improvement projects

**Your Heroic Skills**
- At least 2 to 3 years of relevant working experience as a Trainer in a Call Center and/or Customer Care Center environment
- Good presentation and public speaking skills
- Fluent command of written and spoken English

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