Strategic Process Development Specialist

3 semanas atrás


Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro
About Indie Campers

We are a leading provider of outdoor experiences, offering a unique blend of adventure and comfort to our customers. As a key member of our team, you will play a critical role in shaping the future of our support operations.

Estimated Salary: $65,000 - $85,000 per year

Job Description

The Role

As a Strategic Process Development Specialist, you will be responsible for driving process improvements across our support functions, ensuring that our teams are equipped to deliver exceptional service to our customers.

You will develop and implement training programs, process guidelines, and quality assurance measures to empower our Global Support Delivery team and Regional Support Leads to achieve operational excellence.

This role is critical in ensuring that our support teams are well-prepared, that processes are rigorously followed, and that the quality of service delivery is consistently high across all regions.

Key Responsibilities

  1. Develop and implement comprehensive training strategies for all support agents and team leaders, ensuring they receive tailored training to handle their specific responsibilities effectively.
  2. Establish and standardize training programs that cover all necessary skills, knowledge, and processes for agents, ensuring consistency in service delivery and adherence to best practices.
  3. Design and enforce standardized process guidelines that agents and team leaders must follow, ensuring consistency in service delivery and adherence to best practices across all support functions.
  4. Monitor the effectiveness of training programs through assessments, feedback, and performance metrics, refining and improving training content and delivery methods as needed.
  5. Work closely with the Global Support Delivery team to ensure that trained processes are being followed consistently, and that service delivery meets established quality standards.
  6. Liaise with Regional Teams to adapt and apply central strategies to specific regional contexts, ensuring successful implementation and execution.

Required Skills and Qualifications

  • 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 organisational 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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