Sr QA Training Coordinator

Mattel, Inc.; East Aurora (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Mattel, Inc. is seeking a Training and Quality Assurance leader to oversee onboarding, auditing and development of frontline agents and offshore teams.

You will shape policies, write communications, and ensure World Class Customer Service across Fisher-Price and Mattel brands. This role manages offshore QA/Training calibration, creates scalable training programs, and collaborates with Brand Analysts, Support Desk and Enterprise teams to keep staff informed on products, procedures and company

Qualifications

• Excellent written and verbal communication skills.
• Experience developing policies and training materials.
• Ability to scale training for onshore and offshore teams.
• Strong organizational and leadership abilities.

Responsibilities

• Oversee offshore QA Training and Auditing.
• Develop training policies and procedures for onshore and offshore teams.
• Create and update training classes via electronic documentation.
• Update policies in Salesforce and legacy database.
• Lead calibration meetings and mentor teams.
• Communicate product and policy updates to staff.
• Work flexible hours including evenings and weekends during peak season.
• Overtime required.

Skills

Training leadership

Stakeholder communication

Policy and procedure development

Project coordination

Education

Bachelor’s degree in Education, Communications or related field

Tools

Salesforce

Outlook

Teams

CATS

Job description

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Opportunity

This role is responsible for overseeing training, auditing and mentoring front line agents, supervisors and offshore training teams. It requires expert knowledge of Fisher-Price and Mattel brands to support the Global Consumer Services agent staff with processes and procedures needed to provide World Class Customer Service. This role is responsible for developing all written and verbal communications, policies and procedures for the department.

What Your Impact Will Be

• Oversee our offshore QA Training and Auditing team. Develop training policies and procedures for onshore and offshore teams.
• Create and maintain new and existing training classes via electronic documentation.
• Develop and update policies and procedures in the Salesforce and the legacy database.
• Schedule and run meetings to calibrate and mentor offshore QA/Training teams. Work with supervisors to help develop team members.
• Collaborate with Brand Analysts, Support Desk and the Enterprise team to ensure team members receive updated communications on products, procedures, policies and company information to ensure World Class Customer Service.
• Flexible schedule required. Must be available to work until 8 p.m. daily, including weekends and holidays during peak season.
• Overtime required.

What We’re Looking For

• Speed and can act decisively and with a strong sense of urgency. You strive to remove barriers to speed to achieve objectives more quickly and effectively.
• Communication skills (both written and verbal) to communicate clearly and with impact, using the correct communication formats/methods. You convey confidence, ease and enthusiasm when communicating with a variety of audiences.
• Consumer/Customer Focus to understand and respond to the needs of consumers. You create solutions that deliver great impact and value to consumers and/or internal or external customers.
• Willingness to adjust to a changing environment.
• Self-managed and self-motivated.
• Outstanding written and verbal communication skills.
• Proven presentation skills.
• Aptitude for learning new concepts and translating them into teaching plans.
• Excellent organizational skills with the ability to manage multiple priorities.
• Ability to confidentially interact with all levels of personnel in a professional manner.
• Experience with Salesforce, Outlook, Teams and CATS.
• Strong experience with technical operating systems and various device platforms.
• Presentation and leadership experience required.

Preferred

• Bachelor’s degree with an emphasis in Communication, Education or equivalent, preferred.
• Strong knowledge of Fisher-Price and Mattel products, preferred.
• 2-3 years of experience within a contact center or support center environment, preferred.
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
• The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate’s work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work

We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors

• We collaborate Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are

Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https //jobs.mattel.com/ and www.instagram.com/MattelCareers .

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

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