Strategic Process Optimization Specialist

2 semanas atrás


Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro
Job Description

The QA & Process Strategy Associate will be a key member of our central team dedicated to optimizing and managing strategies for Customer Support and Operational Support.

This role requires developing and implementing training programs and process guidelines to empower the Global Support Delivery team and Regional Support Leads, enabling them to deliver exceptional service.

To excel in this position, you must develop a deep understanding of Indie Campers' value proposition and customer relationships throughout the entire journey.

Main Responsibilities
  • Develop tailored training strategies for support agents and team leaders, ensuring they receive effective training for their specific responsibilities.
  • Create comprehensive training programs that cover necessary skills, knowledge, and processes for agents requiring specific capabilities.
  • Establish and standardize process guidelines that agents and team leaders must follow, ensuring consistency in service delivery and adherence to best practices.
  • Monitor training program effectiveness through assessments, feedback, and performance metrics, refining and improving training content and delivery methods as needed.
  • Work closely with the Global Support Delivery team to ensure trained processes are followed consistently and service delivery meets quality standards.
  • Lead strategic projects resulting in structural changes to the support operational model, tracking progress and monitoring performance to ensure timely delivery within scope and adherence to set goals.
  • Collaborate with Regional Teams: Work closely with regional directors and local 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 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.
Estimated Salary

$65,000 - $80,000 per year, depending on location and experience.



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