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Customer Experience Training Specialist

1 month ago

Stockholm, Stockholm, Sweden Voi Technology AB Full time

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 of 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.

WHY VOI?

Working at Voi is more than just a job; our People Promise includes a personal voyage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this, you'll have the opportunity to:

  • Join Europe's #1 micromobility operator and one of the fastest growing scaleups.
  • Get "skin in the game" through our employee options program.
  • Have a direct impact and work continuously to improve the customer experience.
  • Work together with inspiring, motivated, and fun colleagues towards a common goal.
  • Join the micromobility revolution and be a part of creating sustainable cities made for living, free from noise and pollution.
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