Quality Assurance and Process Strategy Associate

Há 1 mês


Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

About the Role

As a Quality Assurance and Process Strategy Associate at Indie Campers, you will be part of a central team dedicated to optimizing and managing strategies for Customer Support and Operational Support. Your primary responsibility will be to develop and implement training programs and process guidelines that empower the Global Support Delivery team and Regional Support Leads to deliver exceptional service.

Key Responsibilities

  • Develop and implement training strategies for all support agents and team leaders, ensuring they receive tailored training to handle their specific responsibilities effectively.
  • Establish and standardize comprehensive training programs that cover all necessary skills, knowledge, and processes for agents, ensuring consistency in service delivery and adherence to best practices.
  • Develop and enforce standardized process guidelines that agents and team leaders must follow, ensuring consistency in service delivery and adherence to best practices.
  • Continuously monitor the effectiveness of training programs through assessments, feedback, and performance metrics, using insights to refine and improve training content and delivery methods.
  • Work closely with the Global Support Delivery team to ensure trained processes are being followed consistently, and service delivery meets established quality standards.
  • Lead, train, and manage junior team members of the Support Strategy team, acting as a mentor and guide to less experienced analysts.
  • Collaborate with Regional Teams to adapt and apply central strategies to specific regional contexts, ensuring successful implementation and execution.

Requirements

  • Bachelor's degree in Business, Training & Development, Human Resources, or a related field.
  • 3+ years of experience in training, process improvement, or QA roles.
  • Strong understanding of training methodologies, QA protocols, and best practices.
  • Excellent organizational and time management skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication and interpersonal skills.
  • Proficiency in LMS tools.
  • Ability to thrive in fast-paced, dynamic environments while managing multiple tasks.
  • Strong attention to detail with a commitment to operational excellence and continuous improvement.
  • Fluency in English is mandatory.


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