Customer Experience & Learning Services Team Lead (m / f / d)

We are looking for a Customer Experience & Learning Services Team Lead.

Job description and tasks :

Reporting to the Training and Quality Manager.

Lead the team of QAs and Trainers.

Lead the Business Reviews with clients.

Responsibilities include:

1. Leading and participating in the Quality Evaluation Process.
2. Acting as the point of contact for partners regarding quality and training programs.
3. Ensuring Quality systems are fully compliant with client, regulatory, legislative, and business requirements, and managing customer and regulatory audits.
4. Fulfilling the role of management representative for the Quality and Training Management system.
5. Addressing issues related to product and quality systems promptly.
6. Updating upper management on quality and training issues and conducting root cause analysis where appropriate.
7. Planning and implementing all quality and training/learning services processes.
8. Facilitating ongoing learning sessions.
9. Overseeing the delivery of training programs and implementation of new processes.
10. Monitoring and evaluating the performance of Learning Services Specialists and Customer Experience Analysts.
11. Providing mentorship and support to QAs, trainers, and team members.

Qualifications :

• Knowledge of quality assurance and training methods is essential.
• Advocate for quality, especially during the launch of new queues.
• Proven ability to project manage and execute tasks efficiently.
• Dynamic leadership experience managing large and diverse teams in a fast-paced environment, with adaptability to change and ambiguity.
• Excellent communication skills at all organizational levels.
• Strong technical capabilities, teamwork, initiative, stakeholder management, critical thinking, and problem-solving skills.

What we offer :

• Career growth within a thriving global company.
• Relocation support for those living more than 100km from Leipzig.
• Modern workspace in the heart of Leipzig.
• Dynamic, multicultural team environment.
• Employee referral program.
• A positive global work environment emphasizing inclusion and diversity.
• Challenging and engaging role with impactful projects.
• Wellness and recreation facilities, including relaxation areas and fitness classes.

Workplace Perks : Office benefits like regular fruit deliveries, ergonomic workstations, and a welcoming atmosphere.

Documents Required :

• A cover letter outlining your motivation and expectations.
• An extended Curriculum Vitae.
• Proof of qualifications (certificates and references).

Join our team and apply now!

Our recruiting team is available to answer questions and looks forward to your application.

About us : Founded in 1998, we are passionate about excellent customer service. In 2020, we became part of TELUS Digital, with over 70,000 team members providing multilingual customer service for international partners.

Equal Opportunity Employer

We are committed to creating a diverse and inclusive workplace. Employment decisions are based on qualifications, merits, and performance, without regard to diversity characteristics. Applicants with special needs will be given preferential consideration if qualified.