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Quality Assurance Training Coordinator

2 months ago


East Aurora New York, United States Mattel Full time
About the Role

This is a key position within the Mattel organization, responsible for overseeing the development and implementation of training programs for front-line agents, supervisors, and offshore training teams. The ideal candidate will have expert knowledge of the Fisher-Price and Mattel brands, as well as the ability to develop and maintain policies and procedures for the department.

Key Responsibilities
  • Oversee the offshore QA Training and Auditing team, ensuring that training programs are aligned with company goals and objectives.
  • Develop and maintain training policies and procedures for onshore and offshore teams, ensuring that all team members have the necessary skills and knowledge to provide World Class Customer Service.
  • Create and maintain new and existing training classes via electronic documentation, ensuring that all materials are up-to-date and relevant.
  • Develop and update policies and procedures in the Salesforce and legacy database, ensuring that all team members have access to the most current information.
  • Schedule and run meetings to calibrate and mentor offshore QA/Training teams, ensuring that all team members are aligned and working towards common goals.
  • Collaborate with Brand Analysts, Support Desk, and the Enterprise team to ensure that team members receive updated communications on products, procedures, policies, and company information.
  • Work with supervisors to help develop team members, providing coaching and guidance to ensure that all team members have the necessary skills and knowledge to succeed.
Requirements

This role requires a flexible schedule, with the ability to work until 8 p.m. daily, including weekends and holidays during peak season. Overtime may be required.