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QA & Process Strategy Associate
3 meses atrás
THE ROLE
As QA & Process Strategy Associate you will be an expert within a central team dedicated to optimizing and managing the strategies for both Customer Support and Operational Support and be responsible for structuring a specific capability of our operating model so that the main objectives of Operations: fleet availability, customer satisfaction and operational efficiency are achieved.
You will be responsible for developing and implementing training programs and process guidelines that empower the Global Support Delivery team and Regional Support Leads, the backbone of our support operations, to deliver exceptional service. To excel in this role, you will need to develop a deep understanding of Indie Campers' value proposition and the terms and conditions that define our customer relationships throughout the entire journey. Armed with this knowledge, you will create and refine strategies to ensure that all support agents—whether they handle pre-trip inquiries, on-trip assistance, or service recovery—as well as their team leaders, are thoroughly trained and equipped to perform their roles at the highest level.
Reporting directly to the Support Strategy Director, this role is critical for 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.
WHAT WILL YOU WORK ON?
Own the creation of training strategies for all support agents and team leaders, ensuring that each group receives tailored training that equips them to handle their specific responsibilities effectively, over their responsibilities of pre-trip, on-trip, post-trip support and service recovery capabilities. Establish and standardize comprehensive training programs that cover all necessary skills, knowledge, and processes for agents that require those capabilities. Ensure that these programs are engaging, practical, and aligned with the company’s service standards. Develop 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. Continuously monitor the effectiveness of training programs through assessments, feedback, and performance metrics. Use these insights to refine and improve training content and delivery methods. Work closely with the Global Support Delivery team to ensure that trained processes are being followed consistently, and that service delivery meets the established quality standards. Implement quality assurance measures to identify gaps and areas for improvement. Creation and coordinate strategic projects that result in implementation of structural changes to the support operational model and that improves key components of the service given to the customer and our local operations, tracking progress to ensure timely delivery within scope, and monitoring performance to ensure adherence to set goals. Lead, train and manage the junior team members of the Support Strategy team that are allocated to projects and initiatives that you will be coordinating. Act as a mentor and guide to less experienced analysts, sharing your expertise and helping to develop the next generation of talent within the team. 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.WHO ARE WE LOOKING FOR?
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.