Customer Support Training & QA Coordinator
Wroclaw
Operations /
Full-time /
On-site
The Customer Support Training & QA Co-Ordinator is responsible for the Quality Assurance, Coaching, Training and Development of Technical Customer Support Representatives ("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 Development Planning sessions to ensure that each TCSR feels engaged and has opportunity for progression
- Create and continually update training material in the company Learning Management System
- Classroom training delivery (Global Contract Center 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
- Able to work the hours of 3 pm to 11 pm (M-F)
Base Range: PLN 89,800 - PLN 116,200
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:
Private Medical Insurance
Pension
Parental Leave Programs with Child Care Subsidy
In addition to annual leave and 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)
Employee Assistance Program
And more!
