Contact Centre Training and Quality Manager
Contact Centre Training and Quality Manager
Luton, Bedfordshire
OnStar Europe, a General Motors company, is a safety and security based service provider to customers who buy select new Opel, Vauxhall, Chevrolet and Cadillac cars built with the OnStar Technology. Our services are specific to helping people when they are on the road and range from automatic crash response and stolen vehicle assistance through to in-car Wi-Fi and a smartphone app to stay connected. The services are delivered through self-service technology or by an Advisor who is available 24/7, simply by pressing the OnStar button.
What you can expect
As an experienced Training and Quality Manager, you will be responsible for ensuring Subscribers receive a high quality experience and our Advisors have the tools they need to provide world-class service. This role will design, maintain and own the OnStar on-boarding curriculum for Europe, contribute to the upkeep of the Advisors Knowledge Management system and will work with OnStar peers to ensure Process Documentation and Curriculum are aligned and updated to ensure consistency. The Role will also own and drive Quality performance KPI's and create monthly reporting to management. This position leads a team of Quality Analysts, continuously strives to improve quality performance and customer service delivery.
Other key responsibilities include:
- Continually lead efforts / initiatives to cultivate a Customer Centric culture within the team, including internal customers such as Advisors and business leaders, as well as OnStar subscribers
- Drive the team to identify quality trends and opportunities and translate those into effective action plans that are measurable
- Translate OnStar quality and business objectives into tactical knowledge management solutions that deliver desired results on time and within budget
- Partner with manager and other leaders to build and execute strategy and vision for continuous improvement
- Provide direction and leadership for OnStar's Knowledge & Change Manage systems using Microsoft SharePoint
Qualifications
What we expect
A successful candidate for this Contact Centre Training and Quality Manager should have the following:
- Experience in an operations or quality capacity and experience working in a training environment
- Fluent/Conversant in English and any European Language (preferably German, Spanish, Italian or French)
- Demonstrated ability to drive results and act as a catalyst for change
- Demonstrated customer focus by investigating and taking action to meet customers' current and future needs
- Demonstrated ability to manage multiple projects/programs
- Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to staff that improve performance
- Bachelor's Degree in Instructional Design, Operations Management, Business Administration or related area
- Desire to drive excellence in servicing OnStar subscribers when faced with urgent and critical situations
- Strong analytical skills with demonstrated ability to transform data into actionable information
- Effectively plan, organize and monitor performance to ensure excellent customer experience delivery
- Must be able to think / act strategically and tactically
- Excellent written and verbal communication skills
- Experience in establishing effective partnerships within and outside of the organization
- Ability to design effective training curriculum, using a blended learning approach
- Ability to create effective performance KPI reports
- Competent in using - Excel, Tableau and Adobe Captivate
What we offer
- Competitive Salary
- Company pension scheme
- Inclusion on the company car scheme
- Company life Assurance scheme
- ...and a lot more!
We are looking forward to receiving your application as well as relevant supporting documents (cover letter, CV and certificates), including your salary requirement and period of notice.
OnStar, a brand of General Motors, is an equal opportunity employer.