Вакансия Quality/ Training Manager, Customer Care

The Quality/ Training Manager is responsible for ongoing efficiency improvement of Customer Care staff performance through implementation of training & development tools and regular feedback sessions, based on quality control measures.

KEY RESPONSIBILITIES

• Development and implementation of training & development system for employees of Customer Care, including product / technical /soft skills trainings and tests of knowledge level.
• Drafting of trainings materials, conduct trainings
• Mentoring/coaching team members
• Post-training follows up through evaluation of knowledge and quality review on-the-job basis (chats, voice support)

REQUIREMENTS

• Experience in customer service or sales
• Track record in designing and executing successful training programs
• Excellent communication and leadership skills
• Customer focused. Able to deliver extremely high levels of customer satisfaction.
• Outstanding command of the English language
• Strong customer-focus and service orientation
• Experience in developing training programs based on the needs of organizations and individuals