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Global Training and Quality Manager (m/f)
Eingestellt von Harveynash
Gesuchte Skills: Design, Client
Projektbeschreibung
Your Tasks:
* Create a best-in-class curriculum for new hire and existing agents across our global Care organisation, reflecting developments in our tools, capabilities, policies, processes and overall CarRentals.com products.
* Partner with our Product Team and Salesforce Developers to build an Agile agent training plan and backlog.
* Use data to assess the impact of training, formulating hypotheses and reporting back on the impact of delivered activity.
* Create and maintain an Agent Knowledgebase that provides our Care Agents with accurate, engaging and appropriate content on CarRentals.com policies, processes and alerts.
* Define our global customer contact standards and work with the vendor quality teams and Customer Operations Managers globally to ensure that we meet these requirements.
* Uses expertise in Training design and delivery, ensuring that the CarRentals.com Care organisation is up to date with and benefits from external insight and research findings.
* Proactively leverage relationships within Expedia Group to ensure CarRentals.com benefits from global best practice in quality management and training
* This role requires travel (20%).
* 5 years + experience of implementing learning and development or coaching / mentoring programmes
* Knowledge and practical experience of a range of training techniques, e.g. classroom, e- learning
* Excellent verbal and written communication skills in English. Ability in more than one European language preferred.
* A track record of collaboration with external service providers, ideally within a contact centre environment.
* Salesforce experience preferred.
Interested? Then we would love to receive your application and we guarantee a quick feedback!
For more information on the role please get in touch with [email protected]
For over 30 years, Nash direct has been helping remarkable people to win exciting roles at world-leading technology companies in Germany. Our Mission is to give our employees the best possible experience in working with us.
Projektdetails
- Einsatzort:
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Projektbeginn:
asap
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Projektdauer:
Keine Angabe
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Medien/Design