Training and Quality Team Leader

MSC Cruises; Napoli; In loco; EUR 40.000 - 55.000; Tempo pieno

Descrizione del lavoro

A leading company in the cruise industry is looking for a Training and Quality Team Leader in Naples, Italy. The ideal candidate will manage a team of trainers, deliver essential training to Contact Centre agents, and assess customer interaction quality. Required qualifications include experience in training delivery, instructional design, and fluency in English. Join a collaborative environment and ensure high service standards for customers.

Competenze

• Prior experience in managing Training Specialists and coordinating projects.
• Experience in Training Delivery and assessing customer interactions.
• Fluency in English and effective presentation skills.

Mansioni

• Manage a team of trainers delivering training to Contact Centre agents.
• Analyze performance data to identify training needs and improve team performance.
• Regularly review customer interactions and provide feedback.

Conoscenze

Training Delivery

Performance Analysis

Instructional Design

e-Learning Development

Communication Skills

Time Management

Formazione

Degree in Digital Media or related field

Strumenti

Camtasia

Adobe Captivate

Articulate Storyline

Descrizione del lavoro

Join to apply for the Training and Quality Team Leader role at MSC Cruises.

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Job Purpose
We are seeking a motivated and creative person to join our Contact Centre as a Training and Quality Team Leader. This role will be responsible for managing a team of trainers, delivering training to agents, assessing the Quality performance of the interaction with customers and assisting in the maintenance of the Knowledge Database by creating and updating Training Materials to support our Contact Centre agents training programs. This role will also involve working directly on projects with the Corporate Training and Quality team.

Key Accountabilities

• Training Delivery: Deliver training on Contact Centre tools and processes to new and existing staff individually or in small groups. Develop and schedule refresher sessions targeting areas like sales, quality, and productivity. Conduct post-training knowledge assessments and maintain a question database. Manage user IDs for knowledge tools, assign Contact Centre lockers, and oversee new hire headphone distribution and related records.
• Training Recommendations: Analyse performance data and feedback to identify training needs. Develop training modules and recommendations to address skill gaps and improve team performance. Work closely with local training specialists to implement targeted coaching and development programs.
• Quality: Regularly review inbound and outbound calls, emails, and chats to evaluate customer interaction quality using predefined criteria focused on policy adherence, communication skills, and customer satisfaction. Analyse key performance indicators such as call resolution time, customer satisfaction, and first-call resolution. Support Contact Centre management in achieving operational targets like Abandon Rate, Average Handle Time, Calls Per Hour, Occupancy Rate, and Conversion Rate. Provide detailed, constructive feedback to agents and other local Contact Centre staff. Conduct regular sessions to discuss performance strengths, improvement areas, and goals. Produce detailed reports on performance metrics, trends, and improvement actions. Present findings and recommendations to management and team leads.
• Learning Content: Develop and maintain training materials and SOPs in various formats (videos, SCORM, PDFs, PPTs). Support updating the Contact Centre Knowledge Database and ensure all commercial and operational policies are communicated to the team. Source and edit multimedia assets for e-learning modules and training documentation. Upload training content into the Learning Management System (LMS) and assist with user management and system integration.

Required Qualifications, Experiences And Skills

• Prior experience in managing Training Specialists and coordinating training related projects;
• Prior experience in Training Delivery and assessing contacts with Customers (phone, email, chat, others);
• Prior experience or coursework in instructional design, e-Learning development, or multimedia production with tools such as Camtasia or Adobe;
• Fluent in English, with the ability to present effectively in English;
• Degree in Digital Media or in Multimedia, Digital Communication or related field;
• Familiarity with e-Learning authoring tools (e.g., Articulate Storyline, Adobe Captivate);
• Strong attention to detail and ability to work effectively in a collaborative team environment;
• Excellent communication and time management skills.

Visa requirements (if any)

• Right to work in Italy.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!