Training and Quality Team Leader

Training and Quality Team Leader is in charge of Customer Care training and quality management processes. He/She works cross- functionally with all relevant stakeholders to ensure needs assessment, design and implementation of trainings and follow up activities included in quality management. Training and Quality Team Leader leads team of specialist, drives continuous improvement of quality of service and supports strategic KPIs achievement.

Responsibilities:

• Designs and runs business related trainings for Customer Care employees: governing the process of knowledge needs identification, development, organization, and training delivery
• Directs the design and implementation of structured consumer and business developmental programs
• Participates and enables definition and design of learning materials, information management, and communication - based on information gathered in Go to Market process and all relevant initiatives
• Leads the process of quality evaluation and improvement of verbal and written communication, aligned with company KPI`s and industry trends
• Organizes and leads workshops and evaluation forms improvements, identifies performance gaps and drives individual and group development of Customer Care frontline employees
• In charge of identification and analysis of the reasons for customer’s contacts, satisfaction or dissatisfaction with the service provided
• Regularly reports on quality measurement within Department, team`s and team members` performance and service quality improvement contribution
• Acts proactively, works cross-functionally and communicates as a VOC within the Customer Care Department
• Responsible for Training and Quality team organization and performance on team and individual level
• Ensures development of all team members through regular coaching, feedback, training, and experience exchange
• Ensures Company`s strategy execution through all communication channels

Requirements:

• Minimum College Degree
• Fluent in English
• Experience in mobile services, and/or employee training is preferable
• Excellent knowledge of Telenor services and processes
• Leadership skills and excellent organizational capabilities
• Coaching and feedback skills
• Excellent communication and presentation skills
• Proficient with MS Office

We offer:

• Opportunity to participate in business decision making process of a large multinational company
• Working in a dynamic environment which allows you to grow and develop within it
• Competitive benefits and great working conditions
• Career development opportunities

Please apply by 19.03.2019.