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Training & Quality Specialist

3 months ago

London, UK, United Kingdom Liberty. Full time

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