Remote Senior Training and Quality Assurance Specialist

Description:

• The Senior Training and Quality Assurance Specialist is responsible for overseeing the training, development, and coordination of Managed Service training programs, ensuring continuous professional growth within the team.
• This role plays a key part in maintaining high service standards as defined in client agreements.
• The specialist will monitor, evaluate, and implement improvements to enhance the overall quality of services provided by TCIS.
• Responsibilities include conducting routine quality inspections, identifying gaps, and working closely with various teams to address and resolve issues within the service delivery process.
• The role involves proactively developing training initiatives to ensure team members are equipped with the necessary skills and knowledge to maintain exceptional service performance.
• Key tasks include managing service training materials, delivering training sessions, supporting the continuous development of service team members, designing training schedules, utilizing documentation for training enhancement, evaluating customer interactions, leading quality assurance initiatives, and analyzing quality and performance trends.

Requirements:

• Candidates must possess exceptional written and verbal communication skills, with the ability to engage professionally and confidently at all levels.
• A strong understanding of the systems actively used within the service is required to ensure efficient training and quality assurance processes.
• Creative problem-solving skills are essential for developing effective solutions.
• Proficiency in Microsoft Office applications is required.
• Candidates should have intermediate to advanced knowledge of IT support services to understand technical training needs.
• Experience with CRM software platforms is preferred.
• A customer-focused mindset with a deep understanding of service excellence and communication best practices is necessary.
• Outstanding presentation and facilitation skills are required to engage diverse audiences.
• Proven ability to implement program changes effectively, including managing external client certification processes for training materials, is essential.
• Candidates must demonstrate adaptability and flexibility, able to work under pressure and meet tight deadlines.
• Strong organizational and time management skills, along with effective follow-up skills, are required to ensure learning objectives are met and quality standards are maintained.
• A meticulous attention to detail is necessary to ensure accuracy in training and quality assessments.
• Candidates should have strong problem-solving capabilities and a proactive approach to addressing challenges.
• An energetic and dynamic facilitation style is required, with the ability to read an audience and adjust delivery accordingly.
• The ability to manage multiple projects simultaneously in a fast-paced and evolving environment is essential.
• A high school diploma or equivalent is required; a college degree is preferred.
• Previous experience in BPO, Customer Service (minimum 2-3 years), and/or technical account management is highly desirable.
• Experience working with Ticket Logging systems, SaaS, or Sales fields is preferred.
• Excellent communication skills in English, both written and oral, are required.

Benefits:

• Transcosmos offers a fantastic and unique working environment built on a successful family culture of ambition, experience, and teamwork.
• The company promotes longevity and progression at every level.
• Paid training is provided to acquire necessary knowledge and to help new employees feel at home from the beginning.
• A competitive salary is offered.
• Employees have access to a cafeteria.
• Team building and free time activities are organized.
• A modern office environment is provided.