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Quality Assurance Training Coordinator
2 months ago
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.
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.