Customer Support & QA Trainer
Wroclaw
Operations /
Full-time /
Hybrid
At Promethean...
We're on a mission to transform the way people learn and collaborate around the world. For over 25 years, we've been empowering educators, innovators, and business leaders with our award-winning interactive displays and software solutions that transform learning and workspaces into connected, creative environments.
Our company is rooted in our values, igniting a culture that fosters collaboration and innovation, as well as promoting an inclusive environment. As a global leader in edtech, we are also passionate about four key areas where we can make a difference: growing access to technology for underserved communities, encouraging our employees to take an active role in improving our world, promoting diversity and inclusion, and reducing our carbon footprint. Discover more about our corporate social responsibility initiatives.
As a member of #TeamPromethean, you'll have the opportunity to change lives with technology and directly impact education and the workplace for countless people every day. If you're passionate about education, collaboration, and making a positive global impact, we want to hear from you. Join us on our mission to transform the world, one student, one teacher, and one community at a time.
The Customer Support & QA Trainer is responsible for the Quality Assurance, Coaching, Training and Development of Contact Centre agents (TCSR), with the purpose of achieving excellent performance and customer satisfaction.
Job Duties and Responsibilities:
- Effectively communicate the quality expectations, then monitor and review the quality of customer interactions using a range of testing methodologies to ensure that a high standard is being provided
- Provide a coaching environment where TCSRs are motivated, engaged and have a desire to continually improve their knowledge and skills in order to maximize performance and minimize attrition
- Actively lead employee EDP sessions to ensure that each TCSR feels engaged and has opportunity for progression
- Create and continually update training material in the company LMS
- Classroom training delivery (GCC New Hire, Global Support Operations Team continuous development, other Promethean departments and external customers as required)
- Analyze performance related Customer Satisfaction results and use as a tool to improve TCSRs performance using specific customer data
Job Skills and Qualifications:
- Fluent in English language (Written / Oral)
- 2+ years of experience in a similar role
- Sound understanding of adult learning combined with good knowledge of Promethean products and Support Operations processes and of best practice in terms of service excellence
- Excellent interpersonal, influential and communication skills with the ability to interpret and present technical information effectively
- Resourceful, analytical, willing to learn, and self-motivated with the ability to use initiative
- Effectively prioritizes and plans work activities, uses time efficiently and manages workloads simultaneously managing competing demands and able to deal with frequent change, delays, or unexpected events
Base Range: PLN 90,000 - PLN 103,000
Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.
Our benefits include:
· MultiSport Card
· Private Medical Insurance with Dental/Vision Coverage
In addition to paid annual leave plus public holidays, Promethean offers the following paid leave:
· Birthday day off
· Multicultural day off
· Two Volunteering Days
· Well-Being Programs (For example, company-wide health challenges)
· Reward and Recognition Program
· Fruity Tuesdays
And more!
Promethean is honored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences, our people, company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws. In addition, Promethean values privacy and the protection of personal information.
For information regarding personal information we collect and our use of such data please see our privacy policy: https://bit.ly/2I83hwP
Please contact recruiting@prometheanworld.com if you have an accessibility request at any point during the hiring process.
#Promethean #EdTechJobs
