Sr QA Training Coordinator

Mattel•East Aurora, NY

13d•$23 - $27•Onsite

About The Position

This role is responsible for overseeing training, auditing and mentoring front line agents, supervisors and offshore training teams. It requires expert knowledge of Fisher-Price and Mattel brands to support the Global Consumer Services agent staff with processes and procedures needed to provide World Class Customer Service. This role is responsible for developing all written and verbal communications, policies and procedures for the department.

Requirements

Speed and can act decisively and with a strong sense of urgency.
Communication skills (both written and verbal) to communicate clearly and with impact, using the correct communication formats/methods.
Consumer/Customer Focus to understand and respond to the needs of consumers.
Willingness to adjust to a changing environment.
Self-managed and self-motivated.
Outstanding written and verbal communication skills.
Proven presentation skills.
Aptitude for learning new concepts and translating them into teaching plans.
Excellent organizational skills with the ability to manage multiple priorities.
Ability to confidentially interact with all levels of personnel in a professional manner.
Experience with Salesforce, Outlook, Teams and CATS.
Strong experience with technical operating systems and various device platforms.
Presentation and leadership experience required.

Nice To Haves

Bachelor’s degree with an emphasis in Communication, Education or equivalent, preferred.
Strong knowledge of Fisher-Price and Mattel products, preferred.
2 – 3 years of experience within a contact center or support center environment, preferred.
Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

Responsibilities

Oversee our offshore QA Training and Auditing team.
Develop training policies and procedures for onshore and offshore teams.
Create and maintain new and existing training classes via electronic documentation.
Develop and update policies and procedures in the Salesforce and the legacy database.
Schedule and run meetings to calibrate and mentor offshore QA/Training teams.
Work with supervisors to help develop team members.
Collaborate with Brand Analysts, Support Desk and the Enterprise team to ensure team members receive updated communications on products, procedures, policies and company information to ensure World Class Customer Service.