Training & Quality Manager
vor 13 Stunden
The ContactCentre Training and Quality Manager is responsible for the effective deliveryand design (tactical) of Learning and Development (L&D) solutions as wellas the delivery of these through. He\/She will be responsible for monitoring,auditing and implementing quality & compliance standards, initiatives andanalysis and managing the calibration process across all MSC contact centreinternals and externals. The Training and Quality Manager will understand thebusiness metrics, build a story which summarizes holistic quality performance,identify solutions and implement the necessary actions which lead to improvedperformance and customer experience.
- Fluent English (Knowledge of a second European language is preferred but not essential);
- Bachelor’s degree or significant college course work, preferably in a communication, education or related field or equivalent experience;
- At least 3 years’ experience in a training role;
- Demonstrated experience developing e-Learning material, job aids, online tutorials and\/or other training materials;
- Demonstrate proficiency in Microsoft Office tools (Word, Excel and PowerPoint), LMS, articulate, storyline and SCORM;
- A sound understanding of best in class customer service practice and standards in a fast paced environment across multiple facing channels;
- Experience in identifying learning & development needs within an operational and sales environment.
- Creates and develops the MSC Contact Centre Training and Quality Management framework, ensures it is applied and managed effectively within each Contact Centre Team;
- Establishes and implements programs for quality improvement, and successful measurement criteria;
- Identifies and escalates risks and quality issues in order to resolve them as efficiently as possible;
- Conducts regular Voice of Customer sessions within each Contact centre to ensure an understanding of quality standards and requirements;
- Provides recommendations on the action to be taken in order to improve performance across Contact Centre and compliance metrics;
- Tracks progress made by each Contact Centre in the implementation of recommended actions;
- Identifies, establishes and conducts reporting and analysis on each local Contact Centre interventions, using methodology in line with MSC Contact Centre standard requirements;
- Designs of operational (tactical) solutions utilizing a range of multi -media tools, creates a personalized and engaging learning experience, works alongside the local Training specialist and builds the related implementation plan;
- Ensures to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to reach the maximum effectiveness of learning and facilitation objectives;
- Conducts regularly meeting with each local Trainer and Contact Center Manager in order to provide feedback on quality performance, trends and focus areas.VISA REQUIREMENTS (if any)
EU passport or work permit for CH.
Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.
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