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Training & Quality Assistant
2 months ago
We are looking for a Training and Quality Specialist to support the Training and Quality Manager in the creation, adaptation, and delivery of all training requirements throughout the full learning cycle. Our Training and Quality Specialist will undertake regular Quality Assessments (QA) for the customer services team to maintain and improve customer service communications.
Responsibilities
Facilitates and delivers new starter induction training for Customer Service Advisors, Seniors and Team Leaders, covering the first two weeks in Liberty, working with the existing team to support integration into the team
Supports Training and Quality Manager in the delivery of training of any key business initiatives to ensure that Customer Service teams are fully prepared for new process requirements
Undertakes weekly customer service quality reviews for onshore and offshore teams, providing timely feedback on completed reviews to the Training and Quality Manager
Works alongside the Process Development Manager to support quality aspects of the creation of macros, FAQs, and articles
Proactively assesses training needs, through training needs analyses and identification of gaps during quality reviewing, and works alongside the Training and Quality manager to develop and implement training materials and learning pathways
Uses data and feedback to confidently draw conclusions on service quality and training effectiveness
Knowledge, Skills and Abilities
Highly organised
High level of understanding of quality customer service expectations in a luxury retail environment
Confident leading group training sessions
Customer-focused
Comfortable communicator both up, down & cross-functionally
PC literate
Very high attention to detail
Able to handle multiple projects at once
Adaptable to changing priorities as needed
What we offer
Competitive salary and bonus opportunities
Together Tuesdays – weekly team-building event including breakfast on us
Generous discount on our products and services
Holidays: 25 days per year plus Bank Holidays
Access to rewards hub - a reward platform offering shopping and lifestyle discounts
Dedicated training and career development programme
Employee assistance programme
Cycle to work scheme
