Trainer/ QA Customer Service

TP; Barcelona; Presencial; EUR 25.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent presence of coaches for development

Established career path

Dynamic business casual environment

Descripción de la vacante

A leading entertainment brand is looking for a Trainer/QA in Barcelona to enhance customer service training initiatives. The role involves identifying training needs, delivering training sessions, and evaluating the effectiveness of training programs. Ideal candidates should have a BA/BS degree and be fluent in English and Spanish, with additional language skills as a plus. This full-time position offers a dynamic work environment and opportunities for personal and professional growth.

Formación

• Proven experience in designing multiple training events in a corporate setting.
• Extensive knowledge of instructional design theory and learning principles.
• Ability to master the full training cycle.

Responsabilidades

• Identify training needs by evaluating strengths and weaknesses.
• Deliver training sessions and develop training programs.
• Evaluate participant satisfaction and knowledge acquisition.

Conocimientos

High level of English

Fluency in Spanish

Fluency in German, Italian or French

Ability to present complex information

Customer orientation

Team player

Educación

BA/BS degree or equivalent experience

Herramientas

Learning management software

MS Office

Database software

Descripción del empleo

Overview

Would you like to join a multicultural team where your dreams come true?

Are you looking for a job full of magic and joy?

We are glad to invite you to join one of the leading entertainment brands. We are currently looking for a Trainer/QA for Customer Service, eager to develop their careers with the worldwide leader in outsourced omnichannel customer experience management.

Your main responsibilities

• Identify training needs by evaluating strengths and weaknesses
• Ensure the training implementation schedule is respected and knowledge is well acquired
• Deliver training sessions
• Responsible for the day-by-day operations of the business lines and implementation of the logistical means to develop training within his/her area of expertise
• Key contact for both Support and Production functions
• Review training content and initiate updates if its required
• Evaluate participant satisfaction and the level of knowledge acquisition of the participants at the end of the training
• Co-write a training report in collaboration with the training designer and the client
• Translate requirements into trainings that will groom employees for the next step of their career path
• Build annual training program and prepare teaching plans
• Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
• Direct structured learning experiences and monitor their quality results
• Acclimate new hires to the business and conduct orientation sessions
• Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
• Periodically evaluate ongoing programs to ensure that they reflect any changes

What will you bring?

• High level of English plus fluency in Spanish, English, German, Italian or French would be a plus
• BA/BS degree or equivalent practical experience
• Proven experience in designing multiple training events in a corporate setting
• Essential knowledge of the position, acquired during initial or continuing training, or equivalent professional experience
• Extensive knowledge of instructional design theory and learning principles
• Ability to understand a new work environment (tools, procedure, organization, etc.)
• Ability to identify a technical problem solving/resolving situation
• Ability to present complex information to a variety of audiences
• Interest in technical topics
• Team player and Goal-oriented
• Customer orientation (service orientation)
• Proven ability to master the full training cycle
• Adequate knowledge of learning management software
• Familiarity with traditional and modern training methods, tools and techniques
• Familiarity with talent management and succession planning
• Sound decision making and organisational skills
• Proficiency in MS Office and in database software

Desirable Skills

• Process Excellence: Systematically improving organizational processes to enhance efficiency, effectiveness, and quality
• Collaboration: Working effectively with others, sharing ideas and resources to achieve common goals
• Communication: Exchanging information, ideas, and messages between individuals or groups through various channels and mediums
• Emotional Intelligence: Understanding and managing one\'s own emotions and the emotions of others to foster positive relationships and enhance the impact of actions
• Open Mindedness: Considering and appreciating diverse perspectives and ideas, fostering collaboration
• Critical Thinking: Evaluating information and arguments, leading to informed and effective decisions based on data insights
• Solution Orientation: Approaching problems and challenges with a focus on finding practical and effective solutions
• Entrepreneurship: Having a mindset characterized by innovation, creativity, risk-taking, and a proactive approach to problem-solving and opportunity identification
• AI Proficiency: Understanding und leveraging Artificial Intelligence concepts, including machine learning, data analysis, and automation
• Data Literacy: Reading, interpreting, and analyzing data, enabling informed decision-making based on digital information

Benefits

• Full time position, 39h per week. (Monday to Friday)
• A permanent presence of coaches who will facilitate your personal and professional development
• Established career path to grow within the project
• Employment with the world's largest provider of contact center services
• Excellent work environment, great colleagues, social arrangements and personal development
• Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team

Diversity, Equity & Inclusion

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• IT Services and IT Consulting

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