Training & Quality Specialist
Thermo Fisher Scientific / Organisationsutvecklarjobb / Göteborg
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We are looking for a Training and Quality Specialist to support our European customer service team. In this role, your focus will be primarily on customer service skills including systems, procedures, and improving customer allegiance.
You can work either from our Gothenburg office in Sweden or the Landsmeer office in the Netherlands
RESPONSIBILITIES
• Responsible for course development and maintenance, the availability of appropriate materials and equipment
• Trains employees regarding customer service policies and procedures, basic job skills and client-contract specific requirements, and customer service systems.
• Conduct various training sessions to meet facility needs (e.g. on-the-job, customer service, systems enhancements, refresher, technical, retention programs, policy and procedures changes, etc.).
• Develops curriculum and deliver classroom training on all aspects of processes, including soft skills and technical skills.
• Organizes and prepare all necessary training materials.
• Plan and coordinate training sessions in local call center sites.
• Supervises, coaches, and evaluates new hires while in training and counsels when necessary to address areas of improvement.
• Develops, implements and monitors class and individual agent level performance scorecards.
• Conduct needs assessment and analyzes findings in order to identify training and employee development needs, with moderate supervision and on an ongoing basis.
• Creates reports including management summaries and status reports on training issues and initiatives.
• Listens to recorded calls and evaluates them according to defined standards for Call Management, Communications skills, Job Knowledge and System Interactions, as well as First Call Resolution.
OUTPUTS
• Provides scoring and written feedback on the evaluations to include coaching tips and suggestions for improvements.
• Maintains local quality metrics and coordinate the quality recognition program at the site.
• QA's may occasionally coach CSSs to help improve quality scores Administer Customer Allegiance (CARES) recognition program locally Investigate and respond to CAS Action Alert surveys
• Conduct one-on-one coaching with CSRs as needed to assist Supervisors
• Works with others to maintain a positive attitude and committed work environment.
• Performs all other duties as assigned. Facilitate calibration meetings and publish associated reporting and meeting minutes.
• Other duties may include: Interpret and share weekly status reports on open issues, Identify and report reoccurring customer service errors.
• Provide input regarding calibration process and techniques for ensuring consistency across team of evaluators
• Establish and maintain appropriate files and records.
• Some degree of travel will be required
QUALIFICATIONS & REQUIREMENTS
• Must possess excellent interpersonal skills to be able to coach employees, relate well to different levels of the organization and customers, work effectively as part of a team, and handle conflict effectively.
• Must possess the analytical skills and be detailed oriented to create meaningful and effective programs, calculate and summarize results of needs analysis.
• Must have excellent written and verbal communications skills to write and deliver training and develop action plans.
• Must possess good presentational skills to maintain participant's interest and achieve learning objectives.
• Must have strong organizational skills in order to work in a fast paced environment handling multiple demands.
• Must be able to work independently and yet contribute and relate well to a team.
• Must be proficient in Microsoft Office Suite.
• Must be comfortable working in ambiguous and/or stressful situations
• Must be self-motivated and know when to seek guidance.
• Flexibility, demonstrated ability to change priorities quickly, and capacity to handle multiple tasks
• If based in Netherlands or Sweden must be fluent in all communication mediums in English, as well as the local language. In Sweden 2 languages are preferable beside English, Swedish and another
WHAT WE CAN OFFER
We are a leading company in the Diagnostics Market with an innovative and constantly growing product portfolio. We can offer the right person a competitive salary package, a solid introduction to the company and ongoing development and career opportunities in an international environment
APPLY NOW at site
http://jobs.thermofisher.com At Thermo Fisher Scientific, each one of our 55,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission - enabling our customers to make the world healthier, cleaner and safer. What story will you tell?
Publiceringsdatum2017-04-12Så ansöker duSista dag att ansöka är 0001-01-01
FöretagThermo Fisher Scientific
AdressThermo Fisher Scientific
Box 6460
75137 UPPSALA
KontorsadressRapsgatan 7P
Jobbnummer 3437730
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