Customer Experience Training Specialist

6 hours ago

Stockholm, Stockholm, Sweden VOI Denmark ApS Full time

Business Operations · Stockholm · Hybrid

Customer Experience Training Specialist
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YOUR MISSION AT VOI
As the Customer Experience Training Specialist you will play a pivotal role in ensuring excellence in our customer experience operations by understanding standard operating procedures (SOPs), designing and delivering training programs, and monitoring the effectiveness of training initiatives. In this role you will report to the Senior Regional Success Manager, be a part of the Customer Experience Operations team (CXO) and drive the continuous improvement of our knowledge management practices to empower teams with the tools and knowledge necessary to excel in delivering outstanding customer experiences. This will include:

Training Needs Analysis:

  • Analyse performance- and quality data, deep dive in feedback and case handling to investigate root causes for poor performance
  • Collaborate with the CXO-team and external BPO teams to identify skill gaps and training needs

Training design & delivery:

  • Develop and maintain engaging, effective, and scalable training programs and multimedia training materials (e.g. manuals, videos, and e-learning modules) tailored to the needs of CXO- teams and BPOs
  • Onboard new CXO-team members, both in-house and at the BPO, and conduct training sessions to ensure full understanding of operational processes and customer service expectations

Training & follow up:

  • Onboard new BPO trainers, provide continuous support and constructive feedback, and develop contingency plans and best practices to ensure training continuity and adoption
  • Track attendance and completion rates, follow up on targets, KPIs and implement methods to assess the effectiveness of training programs, provide regular reporting on training progress, and collect and analyse feedback to continuously improve training content and delivery methods

Knowledge management & cross-functional collaboration:

  • Ensuring smooth access and technical onboarding and offboarding for the BPO trainees
  • Act as a liaison between the CXO function and BPOs to align training initiatives with company goals and support change management efforts
  • Collaborate with subject matter experts to ensure the accuracy and maintenance of training materials, SOPs and other knowledge assets

WHAT YOU NEED TO EMBARK
We're looking for a structured, collaborative and solution-oriented professional with the ability to convey complex information concisely, adapt quickly to change, and work proactively to drive improvements in a fast-paced dynamic environment. In addition to this, we believe the right person has:

  • Professional fluency in English, professional fluency in Swedish is a merit
  • 2+ years experience in training and knowledge management, preferably in a call-center or customer support environment
  • Experience in designing and delivering training for diverse audiences, both virtually and in-person
  • Experience from working with e-learning platforms (e.g.EdApp), G-suite, and collaboration tools (e.g. Confluence)
  • Familiarity with managing SOPs, knowledge bases, quality assurance principles and process optimisation
#J-18808-Ljbffr

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